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Job Description:
To provide responsive, customer-focused IT support to Marken users across the London/Feltham site and the wider EMEA region. The role supports endpoint devices, Microsoft 365 collaboration tools, ServiceNow-based service management processes, identity and access requests, business applications, asset lifecycle activities, and day-to-day operational incidents within a globally distributed support model.
Provide professional support through approved support channels including ServiceNow, phone, email, Microsoft Teams and remote support tools.
Log, triage, categorise, prioritise and resolve incidents and requests within agreed service levels, escalating where appropriate and maintaining clear ticket updates.
Support Windows laptop and desktop builds, standard software installation, device preparation, peripheral configuration and remote working setup.
Assist with joiner, mover and leaver workflows, including account readiness, hardware provisioning, access requests, equipment return and status updates.
Support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive and Microsoft 365 apps, including troubleshooting, configuration and user guidance.
Assist with identity and access-related issues including Active Directory, Entra ID/Azure AD, SSO, MFA, VPN and application access troubleshooting.
Support approved business applications and SaaS tools, liaising with application owners and resolver groups when deeper investigation is required.
Contribute to knowledge articles, support documentation, SOPs and process improvement activities to reduce repeat incidents and improve service quality.
Follow Information Security, data protection, change management and access control processes, escalating potential risks or suspicious activity promptly.
Participate in handovers with regional and global IT teams to support continuity across time zones and distributed operations.
Service management and operational duties
Support request fulfilment for hardware, software, access, Teams-related requests and other IT services published through the support portal.
Escalate incidents to infrastructure, endpoint, security, applications, procurement or regional teams with clear evidence, impact and troubleshooting already completed.
Endpoint, asset and procurement support
Support Intune enrolment, compliance checks, Company Portal deployments, Windows updates and standard build readiness.
Maintain asset assignment, stockroom, serial number and lifecycle information in ServiceNow, ensuring device records are accurate and traceable.
Assist with hardware requests, procurement updates, vendor follow-up, delivery tracking and allocation of equipment to users.
Support return, refresh, repair and secure disposal processes by ensuring ticket, asset and evidence records are complete.
Applications, collaboration and communications support
Troubleshoot Outlook profile, mailbox, calendar, Teams, SharePoint, OneDrive and Microsoft 365 application issues.
Assist users with business application access, login, MFA, SSO and workflow issues, escalating to application owners where needed.
Support meeting room, AV, VoIP/Teams Voice and peripheral issues, coordinating with vendors or infrastructure teams when required.
Security, compliance and governance
Escalate suspected phishing, suspicious Teams activity, DLP issues, malware alerts or unauthorised access concerns to Information Security.
Essential skills and experience
Working knowledge of Active Directory, Entra ID/Azure AD concepts, user accounts, groups, permissions, MFA and SSO troubleshooting.
Understanding of endpoint management concepts such as Intune, Autopilot, device compliance, Company Portal and BitLocker.
Good troubleshooting knowledge of networking basics including TCP/IP, DNS, DHCP, VPN, Wi-Fi and common connectivity issues.
Exposure to ITIL-based service management practices including incident, request, change, asset and knowledge management.
Awareness of endpoint security tools, email security controls, DLP, conditional access and secure collaboration practices.
Experience supporting hardware lifecycle processes, procurement, stock management, returns or disposal activities.
Collaborative: works constructively with regional IT, application, infrastructure, security and procurement teams.
Employee Type:
Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
