IT Support Lead

Provide efficient first/second line IT support which currently spans and is not limited to London, Paris and Dubai. The role requires the candidate to work within our SLAs, be technically adept with a hands-on positive attitude. The candidate will be interfacing with the IT Manager and IT Administrator, reporting on the helpdesk and mentoring junior members of the team, onboarding new staff and ensuring that there is a timely resolution of IT related queries.


  • Efficient desktop support, responding and resolving user issues within agreed timeframes, escalating faults where appropriate.
  • Deployment of Applications Plug ins and Scripts.
  • Day to day management of users, onboarding and offboarding staff, setting up telephone system, assigning licences etc.
  • Control of computer assets, maintaining accurate records of windows, mac, mobile devices and peripherals.
  • Setup Conference rooms; Audio, Video Conferences, Web Conferences, Teleconferences and events.
  • Resolve printer issues, including toner replacements, basic fault finding and resolution.
  • Control stock, ordering new supplies as appropriate.
  • Assistance with desk moves to ensure hardware properly moved and cabling is correct.
  • Manage and maintain a healthy fleet of loan IT equipment.
  • Report on Helpdesk statistics, reducing number of tickets raised via proactive suggestions for improvement.
  • Support of other corporate systems (Project Management solution, Digital Image Library, Antivirus solution, Project accounting system, Intranet etc).
  • Provide training/coaching on the above systems (if necessary).
  • Assist with network, storage, backup/recovery and server support (if necessary).


  • Excellent communication skills and good written English
  • Advanced Microsoft Windows 10 experience with accreditation
  • Experience in strictly enforcing an agreed service profile & application framework, communicating back any potential breach of non-approved actions
  • Security basics (NTFS, File shares etc)
  • Anti-Virus and Anti-Malware remediation
  • Software distribution solutions
  • Virtualisation technologies (vmWare)
  • Windows Server & Active Directory services
  • Group Policy
  • DFS
  • DHCP
  • DNS
  • Basic/Advanced TCP/IP & Network support skills
  • Microsoft Windows Server 2010 and above basics
  • Video conferencing support
  • O365 Administration and App basics
  • Advanced Microsoft Windows 10 experience with accreditation
  • Service SLA orientation and experience (ITIL qualification desirable)
  • Exposure to cloud based & cloud hybrid technologies – desirable
  • CAD applications exposure – desirable

Reference code: JR179