IT Support Engineer - Junior Helpdesk

** No Agencies Please**

Location:

Harwell, Oxford
– Office based 3 days per week

The IT Support Engineer I
- Junior Helpdesk provides friendly, reliable, and hands-on technology support for an Ariat office of approximately 50 employees in rural England. This role serves as a primary point of contact for day-to-day IT questions and technical issues within the local office.

In addition to supporting the England office, the position assists employees across Ariat's global organisation, including teams in Asia, Europe, and the Americas. The IT Support Engineer I works as part of a global support team made up of engineers located across several countries and time zones.

This is an entry-level position suited to someone who is passionate about technology, enjoys helping people, and wants to develop a career in IT support. The successful candidate will receive guidance and training from experienced engineers while gradually taking ownership of common support requests and technical tasks.

This is a hybrid position requiring a minimum of three days per week on-site. Additional on-site attendance may be required for office events, projects, employee onboarding, or technical incidents.

• Provide in-person IT support for approximately 50 employees at Ariat's England office.
• Serve as a first point of contact for common technology questions, service requests, and technical issues.
• Provide remote support to Ariat employees across Asia, Europe, and the Americas.
• Work closely with IT support engineers located around the world to resolve issues and provide consistent service.
• Log, update, and manage support requests through the company's IT ticketing system.
• Troubleshoot common issues involving Windows and macOS computers, mobile devices, printers, monitors, docks, and other accessories.
• Assist employees with password resets, account access, multi-factor authentication, VPN connections, wireless connectivity, and software issues.
• Support Microsoft 365 applications, including Outlook, Teams, One Drive, SharePoint, and other business applications.
• Set up laptops, mobile devices, monitors, and accessories for new employees.
• Assist with employee onboarding and offboarding, including preparing, issuing, collecting, and resetting equipment.
• Install approved software, complete basic device configurations, and help ensure computers receive required updates.
• Provide basic support for meeting rooms, Zoom Rooms, displays, cameras, microphones, and video-conferencing equipment.
• Maintain accurate records of laptops, mobile devices, monitors, accessories, and other IT assets.
• Assist with equipment repairs, replacements, warranty requests, and shipments.
• Follow documented processes and elevate complex or security-related issues to senior engineers.
• Create and update simple support guides, troubleshooting instructions, and knowledge base articles.
• Assist with hardware refreshes, office projects, technology deployments, and other global IT initiatives.
• Maintain a clean, organised, and secure local IT storage and equipment area.
• Provide occasional evening or weekend support for urgent incidents, maintenance, or business events.
• Perform other duties as needed to support local and global business operations.

• Some previous experience in customer service, technical support, helpdesk support, or a similar position is preferred.
• Basic knowledge of Windows computers, macOS devices, mobile devices, and common office technology.
• Familiarity with Microsoft 365 applications such as Outlook, Teams, One Drive, and SharePoint.
• Basic understanding of user accounts, passwords, wireless networks, VPN connections, printers, and computer accessories.
• Strong interest in technology and a willingness to learn new systems and processes.
• Excellent customer service, communication, and interpersonal skills.
• Patience and confidence when assisting employees with different levels of technical experience.
• Ability to follow written procedures and accurately document completed work.
• Strong organisational skills and attention to detail.
• Ability to manage several support requests while keeping employees informed.
• Ability to work independently in the local office while remaining connected to a global support team.
• Ability to communicate and collaborate with colleagues across different countries, cultures, and time zones.
• Availability to work on-site a minimum of three days per week.

• Previous experience in an IT helpdesk, desktop support, service desk, or customer-service environment.
• Experience using an IT ticketing or service-management system.
• Familiarity with Microsoft Intune, Microsoft Entra , or other device-management tools.
• Experience supporting meeting-room or video-conferencing technology.
• Basic understanding of computer networking, including wireless connectivity, VPNs, DNS, and DHCP.
• Experience supporting employees within a global or multinational organisation.
• A relevant qualification or certification, such as CompTIA A+, Microsoft…