IT Support Specialist

Netcraft is the global leader in cybercrime detection and disruption. We’re a trusted partner for three of the four largest companies in the world, twelve of the fifty largest banks, and 8 of the largest world governments. We’ve blocked almost 200 million cyber-attacks to date, and we take down around 33% of the world’s phishing attacks.

Our purpose and passion are focused on just one thing: protecting the world from cybercrime.

We carry that passion through into our workplace too. Our people are highly talented, and everyone is valued for their individual contribution, so we make sure Netcraft is a great place to work. From great benefits to health and wellness and social events, we’ve got you covered.

We are seeking an experienced IT Support Specialist to join our team in one of our UK offices. Reporting to our IT Systems Team Lead, you’ll be part of the team responsible for IT support across the company. This role can be based in our Bath, London, or Manchester office, with a hybrid working model (a mix of office and remote working).

• Supporting our IT service desk as the first point of contact for hardware and software issues
• Assisting users (both desk‑side and remotely) with support on Windows 10/11, macOS, Android and iOS/iPadOS devices
• Identifying and escalating recurring issues for root cause analysis, while also taking ownership of root cause investigations when required
• Supporting our software stack, including Microsoft 365, Slack and Atlassian apps (e.g. Jira, Jira Service Management and Confluence)
• Procurement, provisioning and maintenance of workstations, phones and other hardware, liaising with manufacturer support where necessary
• Working with our People Team on the JML (Joiner, Mover, Leaver) process
• Onboarding new employees to Netcraft by running induction sessions, explaining the various systems and how to use them
• Helping to grow and maintain our Proxy network
• Working closely alongside our Infrastructure and Security teams in the Platform Engineering department
• Identifying and implementing improvements in our IT operations processes
• Participating in recurring operational tasks, including software licence renewals, patch management and evidence collection for audits
• Participating in the IT/Security on‑call roster (currently one week every 11), responding to high‑priority alerts and escalating for help if required

• A proven track record of a strong troubleshooting ability across the major operating systems:
  Windows 10/11, macOS, Android and iOS/iPadOS
• The ability to work effectively across time zones, balancing asynchronous collaboration with US‑ and Australia‑based colleagues alongside real‑time support for users in the UK
• Familiarity with popular SaaS tools, and the ability to adapt to using and configuring tools that are new to you
• To enjoy helping people with their IT issues with a positive, patient and solution‑focussed approach
• Professional, clear, and prompt English communication (in person, by email, instant messaging, and on phone/video calls)
• Ability to prioritise multiple tasks of varying urgency, across multiple platforms such as Slack, ITSM, email and walk‑up requests
• Absolute integrity and discretion, given your potential level of access to sensitive business data
• Ability to identify improvement and automation opportunities, as well as the willingness to adapt approaches
• To be able to produce clear documentation, and consistently improve existing material to enhance clarity and usability

• Experience using Jira Service Management as an ITSM tool
• Knowledge of Microsoft 365 suite administration including Entra , Active Directory, Intune and Defender
• Familiarity with the command line on Windows, macOS and Linux platforms, including Power Shell and bash
• Experience writing and maintaining scripts for automation (e.g. Power Shell)
• An understanding of computer networking (TCP/IP, DNS, DHCP, HTTP, ICMP, VLANs) and the ability to independently debug networking issues
• Familiarity using and configuring Atlassian apps
• Familiarity with applying principles from the ITIL framework, in…