End-User IT Support Specialist | Flexible Hours

Elsevier; Oxford; On-site; GBP 27,000 - 38,000; Full time

Job summary

Elsevier’s TechSquad within End User Computing delivers onsite, second-line support to colleagues across the business. The Technology Support Specialist troubleshoots issues, manages incidents and service requests, and assists with device lifecycle and user education to improve the employee technology experience.

You will work in a collaborative environment, develop technical skills, and contribute to continuous improvement initiatives, including automation and AI-assisted capabilities, to

Qualifications

• Good working knowledge of Windows endpoints and troubleshooting common hardware and software issues.
• Basic familiarity with macOS and Apple hardware; willingness to develop further Mac support skills.
• Good general understanding of laptops, desktops, peripherals, applications and connectivity issues.
• Strong customer-service mindset and clear written and verbal communication.
• Structured problem-solving, curiosity and willingness to learn.
• Ability to organise work, take responsibility and ask for support when required.
• Strong teamwork and willingness to share knowledge across TechSquad and partner teams.
• Comfort using modern productivity tools, including basic automation and AI-assisted capabilities.

Responsibilities

• Provide friendly, professional and timely support for hardware, software, applications and connectivity issues.
• Take ownership of incidents and service requests through to resolution, escalating when needed.
• Follow established support processes, security requirements and service management practices.
• Translate technical information into clear guidance for colleagues with varying knowledge levels.
• Support Windows endpoints and Microsoft 365 applications; basic macOS troubleshooting.

Skills

Windows endpoints

macOS support

Microsoft 365

Customer service

Clear communication

Problem solving

Teamwork

Automation/AI awareness

Job description

Elsevier’s TechSquad within End User Computing delivers onsite, second-line support to colleagues across the business. The Technology Support Specialist troubleshoots issues, manages incidents and service requests, and assists with device lifecycle and user education to improve the employee technology experience.

You will work in a collaborative environment, develop technical skills, and contribute to continuous improvement initiatives, including automation and AI-assisted capabilities, to