IT Systems & Support Specialist

One Air; Royal Borough of Kingston upon Thames; Hybrid; GBP 42,000 - 54,000; Full time

Job summary

One Air is seeking an IT Systems and Support Specialist to safeguard the organisation's technology environment. Reporting to the IT Manager, this role blends end-user support with administration of cloud productivity platforms, networks, servers, and security controls.

You will handle onboarding, offboarding, MFA, and incident management, while ensuring effective backups and disaster recovery readiness. The role is office-based Monday to Thursday with a Friday work-from-home option, and

Qualifications

• Bachelor’s degree or diploma in IT or related discipline.
• 2–4 years in IT administration, technical support, infrastructure support, or a similar role.
• Practical experience administering Microsoft 365 and/or Google Workspace and supporting Windows devices and end users.
• Working knowledge of networking, servers, cloud services, cybersecurity, backups, business applications, and IT asset management.
• Relevant Microsoft, Google, CompTIA, Cisco, Fortinet, or ITIL certification is advantageous.
• Strong technical troubleshooting and structured problem-solving.
• Clear, professional communication and a customer-focused approach.
• Sound organisation, prioritisation, attention to detail, and recordkeeping.

Responsibilities

• Provide first- and second-line support for hardware, software, operating systems, email, connectivity, remote access, and approved business applications.
• Install, configure, maintain, and troubleshoot computers, mobile devices, printers, meeting-room equipment, and other IT-supported technology.
• Record, prioritise, resolve, and elevate incidents and service requests in line with agreed service levels.
• Administer Microsoft 365 and Google Workspace, including user accounts, licences, mailboxes, groups, shared drives, collaboration tools, and access permissions.
• Complete onboarding, transfer, and offboarding requests, and support identity controls including single sign-on and multi-factor authentication.
• Troubleshoot email, calendar, file-sharing, authentication, and collaboration issues.
• Monitor networks, Windows servers, storage, cloud services, virtual machines, firewalls, VPNs, DNS, DHCP, and Wi-Fi.
• Monitor system health, capacity, availability, logs, endpoint protection, patching, and security alerts.
• Monitor backups, investigate failures, support authorised restoration, and assist with disaster recovery testing.
• Report suspected cybersecurity incidents, unauthorised access, and potential data breaches immediately.
• Maintain accurate records of IT assets, licences, warranties, subscriptions, access permissions, system configurations, and support activity.
• Support enterprise applications, including ERP, CRM, HRMS, accounting, attendance, and collaboration systems.
• Coordinate repairs, renewals, incidents, and technical work with vendors, telecom operators, hosting providers, and other service partners.
• Maintain network, system, backup, change, incident, and compliance documentation, and support IT audits and reviews.

Skills

Troubleshooting

Structured problem-solving

Communication

Customer focus

Organisational skills

Attention to detail

Recordkeeping

Independence

Collaboration

Problem-solving

Education

Bachelor’s degree or diploma in IT or related field

Tools

Microsoft 365

Google Workspace

Windows OS

Job description

The IT Systems and Support Specialist ensures the secure, reliable, and efficient operation of the organisation’s day-to-day technology environment. Reporting to the IT Manager, the role combines end-user support with administration of cloud productivity platforms, networks, servers, security controls, backups, business applications, and IT assets.

Key Accountabilities & Responsibilities of the role:

User support and service delivery

• Provide first- and second-line support for hardware, software, operating systems, email, connectivity, remote access, and approved business applications.
• Install, configure, maintain, and troubleshoot computers, mobile devices, printers, meeting-room equipment, and other IT-supported technology.
• Record, prioritise, resolve, and elevate incidents and service requests in line with agreed service levels.

Cloud, identity, and collaboration platforms

• Administer Microsoft 365 and Google Workspace, including user accounts, licences, mailboxes, groups, shared drives, collaboration tools, and access permissions.
• Complete approved onboarding, transfer, and offboarding requests, and support identity controls including single sign-on and multi-factor authentication.
• Troubleshoot email, calendar, file-sharing, authentication, and collaboration issues.

Infrastructure, security, and continuity

• Support networks, Windows servers, storage, cloud services, virtual machines, firewalls, VPNs, DNS, DHCP, and Wi-Fi.
• Monitor system health, capacity, availability, logs, endpoint protection, patching, and security alerts.
• Monitor scheduled backups, investigate failures, support authorised restoration, and assist with disaster recovery testing.
• Report suspected cybersecurity incidents, unauthorised access, and potential data breaches immediately.

Assets, applications, suppliers, and documentation

• Maintain accurate records of IT assets, licences, warranties, subscriptions, access permissions, system configurations, and support activity.
• Support enterprise applications, including ERP, CRM, HRMS, accounting, attendance, and collaboration systems.
• Coordinate repairs, renewals, incidents, and technical work with vendors, telecom operators, hosting providers, and other service partners.
• Maintain network, system, backup, change, incident, and compliance documentation, and support IT audits and reviews.

Key Skills, Knowledge and Experience required:

• Bachelor’s degree or diploma in Information Technology, Computer Science, Network Engineering, or a related discipline.
• 2–4 years of experience in IT administration, technical support, infrastructure support, or a similar role.
• Practical experience administering Microsoft 365 and/or Google Workspace and supporting Windows devices and end users.
• Working knowledge of networking, servers, cloud services, cybersecurity, backups, business applications, and IT asset management.
• Relevant Microsoft, Google, CompTIA, Cisco, Fortinet, or ITIL certification is advantageous.
• Strong technical troubleshooting and structured problem-solving.
• Clear, professional communication and a customer-focused approach.
• Sound organisation, prioritisation, attention to detail, and recordkeeping.
• Ability to work independently, collaborate with colleagues and suppliers, and manage urgent issues appropriately.
• High standards of confidentiality, integrity, security awareness, and continuous learning.

Any additional relevant information:

This role will be office based Monday to Thursday with the option to work from home on a Friday. Support may be required across other locations with occasional travel involved. Occasional work outside of normal hours may be required for urgent incidents, subject to business needs and company arrangements.