IT Support Specialist III

Pure IP, a BCM One Company, is trusted by millions daily to power business communications. We bridge the gap between legacy and modern systems, integrating voice across platforms, systems, and applications to deliver seamless, end-to-end communication services. With a global footprint and a reputation for innovation, Pure IP enables businesses to collaborate effectively, no matter where they are.

As an IT Support Specialist III, you’ll play a critical role in the operational efficiency of our global IT support function, providing expert helpdesk and systems administration for our team. You will tackle complex IT issues, provide top-notch support to our global team, and contribute to the strategic improvement of our technology environment. In addition, you’ll work with global IT team members to foster a culture of technical excellence and proactive support.

This position will work in a hybrid capacity, with a minimum of two days per week at our Cannon Green office in central London. Office days will fluctuate based on international and local team members' presence in the office. This position is not eligible for sponsorship or relocation.

8:00/9:00 to 17:00/18:00 local. Some flex hours will be required in order to overlap with US and NZ teams. A trip to New Zealand or the US may be a possibility.

• Serve as the senior point of escalation for IT-related inquiries, delivering Tier 1 and Tier 2 support with a focus on high-level troubleshooting and resolution.
• Facilitate helpdesk support efforts for software, hardware, and network inquiries, ensuring efficiency and user satisfaction.
• Provide technical guidance and establish best practices for troubleshooting and documentation.
• Document advanced technical issues and solutions in a user-friendly manner, maintaining a knowledge base and training resources.
• Oversee and manage user accounts, permissions, and backup procedures through Active Directory.
• Administer Office 365, Exchange, SharePoint, Teams, and other cloud-based services.

• Actively manage and maintain security protocols, including Multi-Factor Authentication (MFA), Mobile Device
• Management (MDM), and Intune solutions.
• Use and administer security tools such as Microsoft Defender, SIEM, and EDR solutions.
• Proactively monitor security alerts and address potential threats, collaborating with global security teams as needed.

• Drive process improvements and develop technical efficiencies across the IT function.
• Lead automation projects using Power Shell and other scripting tools, streamlining routine tasks and system management.
• Continuously evaluate and implement best practices to improve service quality and system performance.

• People
  
  Skills:
  
  Demonstrated ability to support internal customers with patience and a collaborative approach.
• Experience:
  
  3+ years in IT helpdesk and systems administration, with senior-level experience.
• Technical Expertise:
  Advanced knowledge of Microsoft desktop and server OS, Linux, virtualisation technologies, and cloud services.
• Security Focus:
  Strong understanding of information security principles; certifications such as CompTIA Security+, CISSP, or similar are a plus.
• Analytical Problem Solving: A track record of resolving complex incidents, from diagnostics to resolution.
• Project Management:
  Strong organizational skills, with the ability to manage multiple projects and priorities.
• Continuous Learner: A genuine passion for emerging technologies, automation, and process improvement.

BCM One is a leading telecom provider of Next Gen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000…