Associate IT Desktop Support Technician

At Ensono, our purpose is to be a relentless ally, disrupting the status quo and enabling our clients to Do Great Things. As a trusted technology adviser and managed services provider, we help clients navigate continuous change and embrace innovation.

We deliver world-class transformational services across hybrid cloud, infrastructure, mainframe, data, IdAM, and cloud-native solutions, simplifying complex business challenges and creating new pathways to success. Headquartered in the USA and backed by private equity, Ensono has a strong track record in the UK and Europe, with growth plans built on trusted partnerships and deep industry expertise.

About the role:

Kickstart your career in ICT with a hands-on apprenticeship that combines earning, learning, and real-world experience from day one. This is an exciting opportunity for someone passionate about technology and problem-solving to develop practical skills across IT support, desktop systems, networking, video conferencing, and end-user services within a fast-paced professional environment.

Key responsibilities:

Availability & Incident Management

- Provide timely resolution of hardware and software issues on information systems - Maintain system operations in accordance with regulatory requirements, with focus on confidentiality and security - Troubleshoot and resolve day-to-day Windows and Mac computer operations, including print, scanning, authentication (AD and Okta), Intune, SCCM, JAMF, and patching

Capacity, Configuration & Architecture Management

- Develop understanding of Ensono's desktop, laptop, tablet, and operating system environments - Manage profile version control, application version control, license management, and peripherals - Document and ensure deployed systems meet all hardware and software standards and configurations - Contribute to system lifecycle recommendations and funding requests - Work with End User Experience Team and Operations to maintain end-user computing hardware SLAs

Conference Room & Video Conference Support

- Provide service and support for conference room A/V equipment, including projectors and video conferencing systems - Set up and support video and presentation equipment for company presentations, forums, and townhall meetings

Telephony & Network Support

- Deliver Level 1 & 2 support for phones and network - Manage support from switch port to desk, including physical phone hardware

Priority Management

- Manage multiple assignments simultaneously, balancing resources, priorities, deadlines, and time - Collaborate across multiple disciplines and groups - Work independently when required

Change & Release Management

- Apply IT production and change management best practices across all Information Systems areas - Proactively communicate changes to all affected parties within the IT department - Follow and document strict testing and deployment methodologies - Assist with image testing, distribution verification, and testing of technical components that impact desktop environments

Disaster Recovery & Business Continuation

- Follow processes and maintain appropriate system operations environments - Observe and evaluate modern technologies and methodologies - Develop and maintain testing plans and documentation

## Qualifications

Required Skills & Experience

- Specialization in Microsoft Windows and Apple macOS systems, related software, and peripherals - Ability to troubleshoot high-priority issues and interface with users at all levels, including C-level executives, VPs, directors, and global associates - Strong analytical ability to solve increasingly complex technical and administrative problems - Hands-on experience with desktops, laptops, tablets, mobile phones, and peripherals - Proficiency in software installation and Level 1/2 support - Excellent documentation and business communication skills - Ability to translate technical problems and solutions into clear business language - Calm, professional demeanor in all situations - Capability to work independently and as part of a team - Ability to collaborate with technical and facilities teams - Must be available to work on-site at our London office 2-3 days per week

Problem Resolution

- Resolve problems entirely by completing work or coordinating all necessary resources for ultimate resolution and problem management continuity

Education

- English & Math's - Level 4/Grade C GCSE

Technical Knowledge

- Desktop systems administration - Windows OS and Apple macOS - System Center, Intune, Azure - Antivirus and encryption solutions - Printers, scanners, and peripherals - Microsoft 365 applications (Word, Excel, Outlook) - Microsoft Teams (highly desired)

What we can offer you:

We are a people-first business, which means people are at the heart of everything we do here. We offer our associates a safe environment where learning, knowledge sharing, and open communication is encouraged. Whether at one of the internal events, such as socials, competency meet-ups, hackathons or as part of one or more of our global Community Groups, such as Beautiful Brains (for the neurodiverse and curious), HERO (helping to education regarding orientation), E-Vets (Ensono veteran community) and many more we have strived to build a business where everyone feels welcomed, included, and valued

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