Local IT Support Specialist – UK & Ireland

Overview

In this role you will deliver frontline IT support to UK & Ireland employees, ensuring timely resolution of incidents and service requests. You will act as the local IT contact, collaborating with regional and Global IT teams to maintain reliable end-user technology and positive employee experiences. You will support devices, collaboration tools, and business applications while adhering to global IT standards and security requirements. This position offers a hands-on, customer-focused environment with impact on onboarding, asset management, and IT service quality. You will help shape a responsive, professional IT partner for the business.

Responsibilities

• Provide first- and second-line IT support for onsite and remote UK&I employees within agreed SLAs.
• Own technical issues from incident to resolution and escalate when needed to regional/global teams.
• Support end-user devices and core applications (Windows 11, Microsoft 365, Microsoft Authenticator).
• Record and manage incidents and service requests in ServiceNow.
• Assist with onboarding/offboarding, device provisioning and guidance.
• Maintain local IT services and infrastructure (meeting-room tech, printers, network).
• Support collaboration and video-conferencing tools (Microsoft Teams, Zoom, Logitech room systems).
• Manage IT asset lifecycle (hardware deployment, refresh, inventory, disposal).
• Create and maintain technical documentation and knowledge base articles.
• Collaborate on technology projects, upgrades, deployments, and IT initiatives with regional/global teams.
• Follow IT policies, security standards, regulatory requirements and escalate security issues as needed.
• Maintain strong employee experience through responsive, clear communication during support.

Key requirements

• A relevant IT qualification, professional certification, or equivalent practical experience.
• At least two years in first- or second-line IT support in a corporate environment.
• Experience supporting both onsite and remote users with a strong customer focus.
• Hands-on experience with Windows 11, Microsoft 365 and common end-user technologies.
• Experience with laptops, mobile devices, printers, and meeting-room equipment.
• Experience using ServiceNow or similar ITSM platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal English communication skills.
• Ability to prioritise requests, own issues, and meet SLAs.
• Ability to work independently and collaborate with regional/global IT teams.
• Strong organisational and time-management skills.
• Good understanding of IT security principles and policy compliance.

• customer-service mindset
• effective communication
• problem-solving
• Windows 11
• Microsoft 365
• ServiceNow

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