IT Support Technician II

<div class="x_elementToProof" data-olk-copy-source="MessageBody">The IT Support Technician II provides advanced technical support for Level 1–2 issues raised by employees, ensuring timely resolution in line with departmental service level agreements. This role requires strong troubleshooting skills, excellent communication, and the ability to work independently while collaborating with global teams.</div> <div class="x_elementToProof">&nbsp;</div> <div class="x_elementToProof"><strong>Key Responsibilities</strong></div> <ul> <li> <div class="x_elementToProof">Diagnose and resolve technical issues methodically, providing regular status updates to end-users.</div> </li> <li> <div class="x_elementToProof">Deliver end-user support across hardware, software, and networking, considering constraints and business impact.</div> </li> <li> <div class="x_elementToProof">Act as a liaison between internal clients and other IT teams to escalate and resolve complex issues.</div> </li> <li> <div class="x_elementToProof">Communicate technical concepts clearly to non-technical users, both verbally and in writing.</div> </li> <li> <div class="x_elementToProof">Maintain&nbsp;accurate&nbsp;records in IT systems, including hardware inventory, patch management, ticketing, and documentation.</div> </li> <li> <div class="x_elementToProof">Contribute to global initiatives for standardization and automation of account setup, laptop deployment, and patching/policy compliance.</div> </li> <li> <div class="x_elementToProof">Support and&nbsp;maintain&nbsp;audio/visual equipment in office spaces and meeting rooms.</div> </li> <li> <div class="x_elementToProof">Demonstrate flexibility to work extended hours when necessary to meet critical deadlines.</div> </li> <li> <div class="x_elementToProof">Undertake&nbsp;additional&nbsp;duties as&nbsp;required&nbsp;within the scope of the role.</div> </li> </ul> <div class="x_elementToProof"><strong>Core Competencies</strong></div> <ul> <li> <div class="x_elementToProof">Mentors junior team members by sharing&nbsp;expertise&nbsp;and guiding them through departmental processes.</div> </li> <li> <div class="x_elementToProof">Identifies&nbsp;opportunities for process improvement and proactively suggests solutions.</div> </li> <li> <div class="x_elementToProof">Works effectively with minimal supervision, prioritizing tasks based on business needs.</div> </li> <li> <div class="x_elementToProof">Quickly learns&nbsp;new technologies&nbsp;and&nbsp;adapts&nbsp;to changing environments.</div> </li> <li> <div class="x_elementToProof">Communicates&nbsp;complex technical issues in a clear, user-friendly manner.</div> </li> </ul> <div class="x_elementToProof"><strong>Required Skills &amp; Qualifications</strong></div> <ul> <li> <div class="x_elementToProof"><strong>Experience:</strong>&nbsp;2–3 years in a technical help desk or IT support environment.</div> </li> <li> <div class="x_elementToProof"><strong>Technical Knowledge:</strong>&nbsp;</div> </li> <ul> <li> <div class="x_elementToProof">Strong&nbsp;proficiency&nbsp;in Windows OS and Microsoft Office 365.</div> </li> <li> <div class="x_elementToProof">Basic administration of Microsoft 365 and Active Directory.</div> </li> <li> <div class="x_elementToProof">Understanding networking fundamentals (VPN, DNS, DHCP).</div> </li> <li> <div class="x_elementToProof">Familiarity with MacOS and Ubuntu Linux preferred.</div> </li> <li> <div class="x_elementToProof">Experience with ticketing systems, documentation platforms, and RMM tools is a plus.</div> </li> </ul> <li> <div class="x_elementToProof"><strong>Soft Skills:</strong>&nbsp;</div> </li> <ul> <li> <div class="x_elementToProof">Naturally curious and eager to learn&nbsp;new technologies.</div> </li> <li> <div class="x_elementToProof">Collaborative team player who values shared problem-solving.</div> </li> <li> <div class="x_elementToProof">Self-directed with strong organizational skills and ability to meet deadlines.</div> </li> <li> <div class="x_elementToProof">Committed to continuous personal and professional growth.</div> </li> </ul> </ul> <div id="x_Signature" class="x_elementToProof"></div> <p><strong>We Hope You’ll Like Our:</strong></p> <ul> <li>Culture that supports true collaboration.</li> <li>Approach to personal development where we encourage individuals to grow and share what they’ve learned.</li> <li>Social events, both within the department and across the company.</li> <li>Generous annual leave and wider circle employee benefits.</li> <li>Additional one day off to celebrate your birthday.</li> <li>Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness and Mintel Gives).</li> <li>Giving back is part of our culture with this in mind, Mintel gives employee 2 days leave per year to join local volunteering activity organised by our Mintel Gives (where applicable).</li> <li>Mental health and wellbeing support via Modern Health App.</li> <li>Beautifully designed offices to foster collaboration and fun.</li> </ul> <p>&nbsp;</p> <h6>#LI-DB</h6> <p>&nbsp;</p>