Associate Modern Workplace Engineer

Act as the first point of contact for technology incidents and service requests raised through Freshservice, Slack, email and in person, triaging and prioritising accurately and setting clear expectations with our colleagues.

Resolve 1st line issues at first contact wherever possible, including password resets, MFA and account lockouts, licence and application access, printing, and meeting room and AV support.

Diagnose and resolve 2nd line issues across Windows 11 and macOS devices, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and business applications, escalating to the Modern Workplace Engineer or to Security with a clear, documented account of what has already been tried.

Deploy, configure and recover end user devices using Microsoft Intune and Windows Autopilot, and support the new starter, mover, and leaver process end to end: account provisioning, group membership, device handover and secure wipe on exit.

Process access requests in line with the approval and least privilege model, retaining evidence of approval on the ticket so that access can be audited.

Maintain accurate asset records for laptops, mobile devices and peripherals, covering allocation, return, repair and secure disposal.

Monitor endpoint compliance and patch status and remediate non-compliant devices, including encryption, operating system updates and security baselines, in line with agreed standards.

Write and maintain knowledge base articles and runbooks so that recurring issues can be resolved at first contact, or by our colleagues themselves through self-service.

Identify repetitive manual work, raise it for automation, and build PowerShell scripting skills in order to take on that automation over time.

Support workplace technology projects such as device refresh, application rollouts and policy changes, including testing, pilot participation and colleague communications.

Meet agreed service levels for response and resolution, keep ticket records complete and accurate, and contribute to service performance reporting and continuous improvement discussions.