IT Support Technician

Key Responsibilities:

• Provide first- and second-line IT support to users on the KEF campus, serving as the primary local point of contact for day-to-day technology issues.
• Deliver remote helpdesk support to users across multiple regions, ensuring timely triage, ownership, escalation, and resolution of support tickets.
• Troubleshoot hardware, software, printer, mobile device, meeting room, and peripheral issues.
• Support Microsoft 365 services, including user setup, password resets, access issues, Outlook, Teams, OneDrive, and general desktop productivity support.
• Provide direct support for account provisioning, device builds, onboarding, offboarding, and workstation deployment.
• Log, update, and manage incidents and service requests through the company’s ticketing system, maintaining clear notes, status updates, and resolution records.
• Produce and maintain high-quality technical documentation, including support procedures, user guides, asset records, troubleshooting notes, and knowledge base articles.
• Provide first-level support for network, server, and infrastructure-related tickets by carrying out defined checks, gathering diagnostic information, performing basic troubleshooting, and escalating issues appropriately to senior IT resources or specialist teams.
• Perform basic networking tasks, including patching, endpoint connectivity checks, Wi-Fi troubleshooting, switch-port coordination, and support for local office and campus connectivity issues.
• Provide first-level support for tickets related to the operational technology (OT) infrastructure supporting the data centre, including carrying out defined checks, gathering diagnostic information, and coordinating with senior IT or specialist teams as required.
• Work in controlled operational environments where accuracy, discipline, and adherence to approved procedures are essential.
• Comply fully with change control, access control, and site operating procedures when undertaking any work connected to critical infrastructure or data centre operations.
• Act in a trustworthy and professional manner when working in sensitive environments, recognising the importance of system integrity, uptime, and operational security.
• Support local IT equipment rooms, end-user devices, and on-site technology standards to ensure the KEF office environment remains dependable and well organised.
• Contribute to IT asset tracking, stock control for common devices and accessories, and general housekeeping of support equipment.
• Escalate issues appropriately and work closely with the Head of IT and other IT colleagues across the UK, Iceland, and Finland.
• Help identify recurring issues and recommend improvements to support processes, documentation, and end-user experience.

Candidate profile

The successful candidate will be practical, service-oriented, and well organised, with a strong sense of ownership and follow-through. They must be motivated and accustomed to working in a team environment, while also being comfortable operating independently as the local IT presence on site. This role particularly requires someone who documents work well, communicates clearly with non-technical users, and approaches support in a structured and dependable manner. The individual must also demonstrate sound judgement, reliability, and professionalism when working in critical environments and under sensitive change control regimes.

Skills and experience

Essential

• Experience in an IT support, service desk, or desktop support role.
• Experience working with a ticketing or service management system.
• Experience supporting Microsoft 365 environments and common end-user applications.

• Exposure to Windows administration, endpoint management, or identity and access administration.

• Good troubleshooting capability across laptops, desktops, printers, mobile devices, and user peripherals.

• Basic programming and scripting skills.

• Basic networking knowledge, including IP fundamentals, switching, patching, Wi-Fi, and endpoint connectivity troubleshooting.
• Strong documentation skills, with the ability to create and maintain clear technical procedures and support notes.
• Ability to support users both in person and remotely.
• Strong communication skills and a customer-focused approach.
• Good organisational skills and the ability to manage multiple requests in a structured way.
• Ability to work effectively as part of a team and contribute positively within a collaborative IT environment.
• Ability to work responsibly and reliably in critical environments with strict procedural and change control requirements.
• Awareness of the importance of operational discipline, access control, and change management in environments supporting critical infrastructure.

Desirable

• Experience supporting users across more than one site or region.
• Experience contributing to knowledge bases or formal IT documentation libraries.
• Familiarity with ITIL-style service practices or structured incident and request management.
• Ability to work with service KPI data and reporting, including the use of tools such as Power BI.
• Experience producing reports, dashboards, or trend analysis to support service improvement.
• Experience in environments with a mix of office users and operational or technical infrastructure teams.
• Exposure to environments supporting operational technology or other business-critical systems.

Qualifications

• Relevant experience in IT support is more important than a specific degree requirement.
• A vocational, technical, or degree-level qualification in IT, computer systems, or a related field would be beneficial.
• Relevant certifications, such as Microsoft, CompTIA, or similar would be advantageous.

Key measures of success

• Timely and effective resolution of support tickets.
• Positive user experience and reliable on-site support presence at KEF.
• High-quality, current documentation and knowledge base content.
• Strong ticket hygiene, including accurate logging, categorisation, progress updates, and closure notes.
• Effective support of Microsoft 365 and end-user computing services.
• Good coordination with wider IT colleagues on escalated network, server, infrastructure, and OT-related issues.
• Consistent adherence to procedural controls when supporting systems in critical environments.

• Opportunity to be part of a fast-growing, private equity-backed company.
• A dynamic, innovative, and inclusive working environment.
• Competitive compensation and benefits package.
• The chance to work with a talented and ambitious international team
• Gym and employee entertainment room
• We offer free onsite lunches