Job Description

About the role

We're looking for an IT Support Technician to join Superscript and be the first point of contact for our people when it comes to technology.

This is a hands-on, people-facing role. You'll make sure colleagues have the devices, systems and access they need to do their best work, resolving issues quickly and with a smile. You'll work closely with our IT Operations Specialist and colleagues across Technology, People and Compliance.

You'll support our London, Glasgow and Rotterdam teams and our hybrid workforce. The role suits someone who loves solving problems, enjoys helping people and wants to grow their career in IT.

What you'll get up to

• Be the first point of contact for IT requests and issues, in person, on Slack and through the ticketing system.
• Troubleshoot and resolve hardware, software, access and connectivity problems.
• Log, prioritise and track every request through to resolution, keeping colleagues updated.
• Escalate complex issues to the IT Operations Specialist or external vendors with clear notes.
• Spot recurring issues and flag them so permanent fixes can be found.
• Set up, deploy and collect company Mac devices for joiners, movers and leavers.
• Help keep devices patched, up to date and compliant using our endpoint management tools (e.g. Jamf).
• Keep the IT asset and device inventory accurate.
• Manage stock of equipment, peripherals and spare devices.
• Handle damaged, lost or stolen device processes, and make sure returned devices are securely wiped.
• Create, update and remove user accounts and access across core systems and SaaS applications.
• Support colleagues with SSO and MFA set-up and sign-in issues.
• Run onboarding and offboarding IT checklists in partnership with the People team.
• Help with periodic user access reviews.
• Be the go-to person for meeting-room tech, printers, Wi-Fi and office connectivity.
• Carry out basic checks on office networking (UniFi) and escalate issues to suppliers where needed.
• Support colleagues working across our London, Glasgow and Rotterdam offices and remotely.
• Triage suspected phishing emails and security concerns raised by colleagues.
• Promote good security habits through guidance and security awareness activity.
• Support evidence gathering for Cyber Essentials and ISO 27001.
• Write and maintain clear how-to guides, FAQs and support documentation.
• Give colleagues practical guidance on using company technology.
• Suggest ways to simplify and automate repetitive support tasks.
• Support IT projects, migrations and roll-outs as needed.

About you

We're looking for someone with a solid technical foundation and a genuine passion for helping people. You'll ideally have experience in an IT support, service desk or helpdesk role, though we'll also consider people early in their IT career who can show the right skills and attitude.

You'll bring:

• Experience supporting Apple / Mac devices in a business setting.
• Familiarity with endpoint management tools such as Jamf (desirable).
• Experience managing user accounts and access in SaaS applications such as Google Workspace, Slack or similar.
• A basic understanding of SSO, MFA and good security practice.
• Confidence troubleshooting Wi-Fi, connectivity and meeting-room technology (Google Meet/Logitech knowledge).
• Experience administering and supporting AWS services, including troubleshooting and user management.
• Experience using a ticketing system to log and track requests (ServiceNow, Zendesk etc.).
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills, with the ability to explain technical issues in plain language.
• Provide hands-on and remote 1st, 2nd and 3rd line support across the business.
• Experience dealing with third parties and Vendor Management.
• Exposure to Cyber Essentials or ISO 27001 (a bonus, not essential).
• Provide IT Support to our employees across our offices in London, Rotterdam and Glasgow as well as remote users.

In return, we offer you

• A competitive salary and the ability to grow your career
• 25 days holiday - so there’s plenty of time for work, rest and play
• Hybrid way of working for the perfect work / life balance
• Vitality private health and dental insurance
• Added benefits including competitive pension and salary sacrifice
• Access to financial wellbeing platform Mintago
• Full access to Spill, our mental health platform
• Cycle to work scheme
• Fun and modern office environment with regular team social events
• City of London location