IT Support Technician

Journey; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global design and innovation studio is looking for an IT Support Technician to provide front-line support in a creative environment. This role involves managing onboarding, troubleshooting technical issues, and maintaining documentation. The ideal candidate has strong communication skills and a basic understanding of both MacOS and Windows systems. The position requires at least two years of experience and a proactive attitude towards problem-solving.

Qualifications

• Basic understanding of MacOS and Windows operating systems.
• Familiarity with network fundamentals, such as DHCP and DNS.
• Knowledge of permissions management and administration.
• Proficient in Microsoft Office and Google Workspace.
• Minimum of 2 years of experience in an IT Support Technician role required.

Responsibilities

• Be the first point of contact for technical issues, managing troubleshooting efforts.
• Facilitate seamless IT setup for new hires, freelancers, and contractors.
• Provide in-person technical support with meeting room hardware.
• Maintain documentation of tasks performed as part of a ticketing process.
• Create user guides and other documentation.

Job description

As an IT Support Technician, you'll provide front-line IT support to the organization, working on licensing requests, onboarding/offboarding, physical desk setups, general troubleshooting, as well as other tasks in partnership with the rest of the IT team in a fast-moving, dynamic creative environment. The chosen candidate must have excellent interpersonal and communication skills with an overall desire to learn and grow.

This in-office role is ideal for someone eager to grow their technical knowledge and be part of a supportive, creative team. If you want to join an environment where learning, problem-solving, and team spirit are valued, we’d love to hear from you!

Main Responsibilities

• Provide Front-Line Support: Be the first point of contact for technical issues, managing troubleshooting efforts and ensuring fast resolution.
• Manage Onboarding & Offboarding: Facilitate seamless IT setup for new hires, freelancers, and contractors and handle offboarding processes.
• Provide in-person technical support and assistance with meeting room hardware, device upgrades, replacements and other in person technical support needs
• Maintain documentation of tasks performed as part of a ticketing process
• Create user guides and other documentation
• Undertake other tasks assigned by the IT leadership team

Outcomes for Success

• Quick Technical Resolutions: All technical requests are resolved promptly, minimizing downtime.
• Efficient Onboarding: New employees are set up with IT tools smoothly and on time.
• Accurate Documentation: User guides and task logs are clear, thorough, and regularly updated.
• Collaborative IT Environment: You actively contribute to a positive and productive team dynamic.
• Adaptability in Support Operations: Off-hours or complex tasks are handled efficiently and effectively.

About You:

Qualifications & Skills

Foundational Knowledge:

• Basic understanding of MacOS and Windows operating systems.
• Familiarity with network fundamentals, such as DHCP and DNS.
• Knowledge of permissions management and administration.
• Proficient in Microsoft Office and Google Workspace.

Preferred Certifications:

A+, CompTIA, or Google IT Support Professional certifications.

Experience:

• Minimum of 2 years of experience in an IT Support Technician role required
• Previous experience in creative studios is a plus.
• Knowledge of Slack and Google Workspace tools is preferred.

Soft Skills:

• Excellent organizational, time management, and problem-solving skills.
• Ability to work off-hours or rotating shifts when needed.
• Clear Communicator: You have excellent interpersonal and written communication skills.
• Problem-Solver: You remain calm and logical when troubleshooting technical challenges under pressure.
• Team Player: You thrive in a collaborative environment and enjoy helping colleagues succeed.
• Curious & Adaptable: You're passionate about learning new skills and embracing changing priorities.
• Proactive & Organized: You manage your time efficiently, anticipating potential issues before they arise.

Physical Demands & Working Environment

• Sitting / Standing for extended periods, stooping and kneeling
• Ability to communicate effectively with verbal, visual, and listening skills
• Close visual work on a computer terminal.
• Dexterity of hands and fingers to operate any required equipment and to operate computer keyboard, mouse, and other technical instruments.
• Able to lift and carry heavy equipment, up to 50 pounds/ 23 kilos.- (e.g. switch and server installs)
• Ability to climb ladders and work on raised platforms.
• Ability to comfortably use tools such as screwdrivers and pliers
• Able to participate in written and oral communications

Journey is a global design and innovation studio pioneering multidimensional experiences (MDX) that transform how people perceive, engage, and interact with the world.