Specialist - IT Services

On; Castletown; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a dynamic IT professional to join their End User Services Team. This role focuses on providing exceptional customer service and technical support, particularly for Apple products, while managing user lifecycle processes. The ideal candidate will have strong troubleshooting skills and a customer-focused approach, contributing to a collaborative and innovative team environment.

Qualifications

• 2-3 years of experience in an IT Service Desk environment.
• Core understanding of Identity and Access Management.
• Strong knowledge of Apple products (MacOS, iOS).

Responsibilities

• Provide excellent technical support via various channels.
• Troubleshoot and resolve hardware and software issues.
• Facilitate onboarding and offboarding processes.

Skills

Technical Support

Troubleshooting

Customer Service

Problem Solving

Communication

Tools

Google Workspace

MDM Solutions

Apple Products

Job description

The End User Services Team is seeking a dynamic IT professional to join our growing team. This role offers the opportunity to provide exceptional customer service while focusing on User Lifecycle Management to deliver a WOW experience to our end users. The role will also showcase your expertise in troubleshooting Apple products and providing effective support for both remote and onsite events & meetings leveraging the Google Meet platform. The ideal candidate will have excellent technical and interpersonal skills.

Your Mission

1. Technical Support:

• Provide excellent technical support via various channels (in-person, email, chat, ticketing system) with empathy, patience, and clear communication, ensuring a positive user experience.
• Troubleshoot and resolve common hardware and software issues related to Apple products, aiming for a thorough root cause analysis and providing clear explanations to end-users.
• Triage and manage tickets within the service desk system, ensuring accurate categorization, prioritization based on impact and urgency, and timely updates to end-users, ensuring tickets are followed up in a timely manner and resolved within set SLAs.
• Accurately install, configure, and maintain hardware and software applications according to established procedures and timelines, with meticulous attention to detail.
• Accurately track, manage, and optimize company property throughout the device lifecycle.

Employee Lifecycle Management:

• Facilitate the onboarding and offboarding process for team members throughout the user lifecycle, ensuring their access is granted and terminated on the appropriate dates.
• Troubleshoot, identify, and resolve technical identity and access management issues.

Meeting Support:

• Coordinate with internal teams on high-level meetings involving global sites for video conferencing.
• Maintain meeting room equipment and troubleshoot issues as they arise.
• Liaise with vendors for equipment issues and maintenance of equipment.

Documentation and Process Improvement:

• Create and maintain user guides, knowledge base articles, and FAQs related to IT access and systems in Confluence.
• Collaborate across multiple teams to improve processes and document continual improvement.

Security and Compliance:

• Ensure compliance with industry standards and company policies.

Your Story

• 2-3 years of experience in an IT Service Desk environment.
• Core understanding of Identity and Access Management (Okta/Google Workspace administration).
• Strong knowledge of Apple products (MacOS, iOS), standard IT hardware, printers.
• Prior experience with MDM solutions (Jamf/Hub/Intune).
• Videoconferencing and Google Meet experience.
• Innovative thinker with strong communication and problem-solving skills.
• Customer experience-focused and adaptable.
• Experience in MS Dynamics 365, Azure, or SalesForce is a plus.

Meet The Team

You will be part of a cross-functional IT Services and Operations team. You have the freedom to be creative and experiment with new technologies. We encourage you to find new and innovative ways to solve issues through diversity of thought while enjoying working within a passionate global community.

At On, we believe everyone should have access to the best running and outdoor shoes and clothing. To support this, we need high-performing solutions to ensure the right product reaches the right customer at the right time, efficiently, sustainably, and environmentally friendly.

What We Offer

On is centered around growth and progress. We provide an environment that supports holistic development — staying active, learning, exploring, and innovating. Our approach combines a supportive, team-oriented atmosphere with access to personal self-care for physical and mental well-being, all guided by purpose.

On is an Equal Opportunity Employer committed to creating a fair and inclusive work environment. We do not discriminate in recruitment, advancement, or retention decisions. We request demographic information such as gender identity and race/ethnicity to help us ensure equitable experiences for all potential team members. Providing this information is optional and will not affect your eligibility for hire.