IT Technician - Level II

Position Summary
The IT Technician - Level II provides critical technical support to end users and serves as an escalation point within the IT team. This role is responsible for delivering tier II support for hardware, software, and system issues while ensuring consistent and responsive service. The technician will play a key role in onboarding new employees, managing user accounts, maintaining audiovisual and networking equipment, and documenting support procedures. This position demands strong problem-solving skills, a solid understanding of Microsoft environments, and excellent communication abilities to effectively support a dynamic office setting.

This role is located in London, England, UK.

Primary Responsibilities:

• Deliver Tier II technical support for system, software, and hardware-related inquiries and issues, ensuring timely resolution and user satisfaction
• Manage Active Directory accounts, including unlocking user profiles and resetting passwords
• Perform computer imaging and deployment using Smart Deploy software in accordance with company standards
• Accurately document user interactions, technical issues, and support procedures to maintain comprehensive internal records
• Facilitate new employee onboarding by setting up IT access and equipment per established protocols
• Provide setup and troubleshooting support for audio/visual systems in conference rooms to ensure seamless meetings and presentations
• Monitor, review, and securely download files received through file-sharing platforms
• Manage email security by reviewing and releasing quarantined attachments via the Mimecast system
• Participate in additional IT projects and tasks as assigned, contributing to the overall effectiveness of the team

Qualifications:

• Understand the ever-changing GRF IT environment to build a strong basis of knowledge of systems and infrastructure
• Strong knowledge of Microsoft Windows Operating System, as well as current Microsoft Office Suite
• Ability to work with all office equipment - including printers, fax machines, video, and networking equipment
• Strong verbal and written communication skills
• Strong customer service skills
• Strong interpersonal skills to create and maintain a trusting relationship with staff and clients
• Must be able to lift and carry up to 50 pounds
• Must be able to work flexible hours
• Experience with being an escalation point of contact

The annualized base pay range for this role is expected to be between £23,000 and £30,000 Base Salary. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set. The base pay is just one component of the total compensation package for employees. Other rewards may include an annual cash bonus and a comprehensive benefits package.