IT Technician​/Technical Support Technicia

The IT Technician is responsible for maintaining stable, secure, and high-performing IT systems while driving automation, AI adoption, and digital optimization across the firm. This role extends beyond traditional technical support by improving system reliability, reducing recurring incidents, and identifying opportunities to streamline processes through automation and intelligent tools.

• Serve as the first point of contact for all IT incidents and service requests
• Manage and administer the IT helpdesk system (ticket logging, prioritization, escalation, and tracking)
• Ensure SLA compliance and clear communication with users
• Diagnose and resolve hardware, software, network, and access-related issues (onsite and remote)
• Provide structured support to non-technical users
• Identify recurring issues and implement root‑cause solutions
• Maintain a knowledge base to improve first‑time resolution rates
• Track and report on helpdesk performance metrics

• Maintain and optimise Microsoft Entra, device management, and Google Workspace environments
• Monitor system performance, capacity, and security
• Implement patch management and preventative maintenance processes
• Support network stability and endpoint security
• Conduct system audits and recommend upgrades or improvements

• Identify repetitive IT and business processes suitable for automation
• Build and maintain automation workflows (e.g., onboarding/offboarding, identity lifecycle management)
• Support system integrations to reduce manual data handling
• Develop and document automation standards and governance processes
• Track efficiency improvements and time saved through automation initiatives

• Stay current with emerging AI tools and platforms
• Support responsible AI tool evaluation, governance, and adoption
• Assist teams in configuring and safely using AI‑powered tools
• Contribute to internal AI usage guidelines and best practices

• Implement and monitor IT security controls
• Conduct periodic security audits and vulnerability assessments
• Enforce device compliance and endpoint protection standards
• Support access management and data governance processes
• Contribute to digital risk and AI governance frameworks

• Maintain accurate system documentation
• Develop and update SOPs and knowledge base articles
• Analyse recurring issues and implement preventative solutions
• Contribute to IT standards and operating model improvement

• Bachelor’s Degree or Diploma in IT, Computer Science, or relevant certification
• 1–3 years’ experience in IT support or systems administration

• Experience supporting Google Workspace environments
• Working knowledge of Microsoft 365 and Entra administration
• Familiarity with device management and endpoint security tools
• Understanding of IT security fundamentals
• Experience with automation features (e.g., Identity Lifecycle Management, SCIM, Dynamic Groups, Conditional Access) preferred
• Exposure to AI tools and digital platforms advantageous

• Hardware, software, and network troubleshooting
• Remote support tools
• Cloud collaboration platforms (Google Workspace / Microsoft 365)
• Basic scripting (Power Shell, Python or equivalent – advantageous)
• Low‑code/no‑code automation platforms (advantageous)
• IT documentation and knowledge management
• Vendor and asset management

• Strong analytical and problem‑solving skills
• Proactive and improvement‑oriented mindset
• Clear communicator across technical and non‑technical audiences
• High attention to detail
• Structured and organized approach to work
• Curious about emerging technology and AI
• Ownership‑driven and service‑focused

• Opportunity to work in a forward‑thinking environment focused on digital optimisation and AI adoption
• Exposure to automation and advanced cloud technologies
• Professional growth within systems management and digital innovation
• Hands‑on experience in governance, security, and enterprise IT operations
• Collaborative and innovation‑driven team culture
• Competitive remuneration aligned with experience