Career Level: Individual Contributor – Growth Level
Supervision Level: Moderate supervision
Key Responsibilities
Provide exceptional first- and second-level IT support to internal users across all supported office locations and remote environments.
Diagnose, troubleshoot, and resolve hardware, software, network, operating system, and application issues efficiently, aiming for first-contact resolution whenever possible.
Deliver a high standard of customer service while managing incidents, service requests, and escalations in a professional and timely manner.
Log, track, prioritize, and manage incidents and service requests using ServiceNow, Jira, or other IT Service Management (ITSM) platforms, ensuring accurate documentation and resolution records.
Monitor open tickets, communicate regular updates to stakeholders, and ensure all issues are resolved within agreed Service Level Agreements (SLAs).
Provide remote and onsite technical support, including software installation, hardware deployment, device imaging, configuration, testing, and troubleshooting.
Install, configure, maintain, and support laptops, desktops, workstations, docking stations, monitors, printers, mobile devices, and associated peripherals.
Manage and support end-user devices utilizing Microsoft Intune, Mobile Device Management (MDM), and Endpoint Management policies.
Provision, manage, and troubleshoot Windows Autopilot deployments, device enrollments, compliance policies, conditional access requirements, and software deployment packages.
Support and administer Microsoft technology platforms including Windows 10/11, Microsoft 365, Exchange Online, Microsoft Teams, OneDrive, SharePoint Online, and related cloud services.
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Administer and support Active Directory, Microsoft Entra ID (Azure AD), user account management, group policies, access controls, and identity management solutions.
Support and maintain VMware environments, backup systems, firewalls, network infrastructure, and server platforms as required.
Monitor server, endpoint, and network infrastructure to proactively identify, troubleshoot, and escalate potential issues before they impact business operations.
Coordinate with internal IT teams, external vendors, and service providers to resolve complex technical issues and fulfill business technology requirements.
Administer, support, and troubleshoot business-critical applications, ensuring optimal performance, availability, and user satisfaction.
Manage and support GoAnywhere Managed File Transfer (MFT) solutions, including user provisioning, access management, transfer monitoring, troubleshooting, and coordination with business stakeholders.
Provide support for secure file transfer processes and ensure compliance with organizational security and data handling standards.
Support audio and video recording platforms used for legal proceedings, meetings, training sessions, and business operations.
Manage the storage, organization, retrieval, transfer, and archival of audio and video recording files in accordance with company policies and retention requirements.
Support multimedia playback, transcription, recording, and conversion software, ensuring users can access and utilize recorded content effectively.
Troubleshoot issues related to media file formats, codecs, recording systems, streaming technologies, and supported media player applications.
Maintain and support conference room technologies, audiovisual (AV) equipment, Microsoft Teams Rooms, video conferencing systems, and presentation technologies.
Provide hands-on support for secure environments, restricted-access systems, and locations where remote support is not permitted.
Perform onboarding activities for new employees, including device provisioning, software installation, account setup, access requests, and workplace technology readiness.
Manage offboarding activities including asset recovery, access removal, license reclamation, inventory reconciliation, and compliance with security requirements.
Maintain accurate IT asset inventory records, lifecycle management data, asset tagging information, warranty tracking, and audit-ready documentation.
Create, maintain, and continuously improve technical documentation, standard operating procedures, knowledge base articles, and user guides.
Assist with hardware and software procurement activities, inventory planning, vendor coordination, and technology refresh programs.
Work closely with networking, infrastructure, cybersecurity, application support, and global IT teams to deliver integrated technology solutions.
Participate in office technology deployments, site expansions, relocations, infrastructure upgrades, hardware refresh programs, and IT project initiatives.
Ensure compliance with corporate IT policies, security standards, software licensing requirements, and regulatory obligations.
Identify opportunities to improve service delivery, automate routine administration tasks, and enhance the overall end-user technology experience.
Participate in disaster recovery planning, business continuity testing, and operational readiness activities for supported technologies and applications.
Provide after-hours, on-call, or emergency support as required to maintain business continuity and critical service availability.
Required Qualifications
Qualification, certification, or current study toward a qualification in a relevant ICT field (preferably at university level).
Required Experience
Minimum 4+ years of hands-on experience in Information Technology, Deskside Support, End User Computing (EUC), Service Desk, or Workplace Technology support roles within a medium to large enterprise environment.
Demonstrated experience supporting 1,000+ end users in a corporate environment, with the ability to manage high volumes of incidents, service requests, and day-to-day operational support activities.
Proven experience delivering end-to-end employee onboarding and offboarding services , including provisioning hardware, software, accounts, and access for an average of 15–20 new hires per day while maintaining service quality and compliance requirements.
Strong hands-on experience administering and supporting Microsoft Intune , Microsoft Entra ID (Azure Active Directory) , Microsoft 365 , Autopilot , VPN solutions , FTP/MFT platforms (including Go Anywhere preferred) , and IT Service Management tools such as ServiceNow and Jira .
Experience managing Windows endpoint deployments, device lifecycle management, software distribution, compliance policies, mobile device management (MDM), and endpoint security controls.
Proven ability to partner effectively with business managers, department leaders, HR teams, and executive stakeholders to understand business requirements and deliver technology solutions that support operational needs.
Experience providing both remote and onsite support for hardware, software, network connectivity, collaboration tools, and business-critical applications.
Hands-on experience supporting Microsoft Windows 10/11 environments, Microsoft 365 applications, Teams, OneDrive, SharePoint, Active Directory, and enterprise collaboration platforms.
Experience managing IT assets, inventory tracking, asset lifecycle processes, hardware procurement, warranty management, and audit compliance activities.
Demonstrated ability to prioritize multiple tasks, manage competing deadlines, and perform effectively in a fast-paced, customer-focused environment.
Experience working within SLA-driven support organizations, including incident management, problem management, escalation handling, and root cause analysis.
Strong troubleshooting, analytical, communication, and customer service skills with a focus on delivering an exceptional end-user experience.
Experience supporting conference room technology, audiovisual systems, video conferencing platforms, and multimedia solutions is highly desirable.
Exposure to VMware, networking fundamentals, file transfer solutions, backup technologies, and enterprise security practices is preferred.
Previous experience supporting legal, professional services, healthcare, financial services, or other highly regulated environments will be considered advantageous
Preferred Skills & Experience
Strong experience in Microsoft enterprise environments.
Knowledge of IP networking concepts including DHCP, DNS, and general networking principles.
Strong analytical, problem-solving, and multitasking abilities.
Excellent interpersonal, verbal, and written communication skills.
Strong attention to quality and detail.
Ability to work collaboratively as a team player with a proactive, “can-do” attitude.
Willingness to learn and continuously develop technical expertise.
Awareness of industry trends and best practices, with the ability to apply them effectively.
Security & Compliance Requirements
This role requires, at a minimum, Police Security Clearance .
Your specific salary will be determined based on several factors:
Location-based market rate for the role
Your abilities in relation to the job specification
Performance during screening and interview
Pay parity with the wider team in the considered location
Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.
Click here to learn about Epiq's Benefits.
Epiq Leadership Compass
Fosters Relationships & Collaboration
Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.
Build trust-based partnerships
Nurture long-term relationships
Remove collaboration barriers
Celebrate cross-team success
Engages & Influences
Inspires action and alignment through clear communication, purposeful influence, and a compelling vision.
Use storytelling to build buy-in
Align communication with organizational goals
Guild alignment through strong engagement
Maximizes Performance
Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals.
Use data to identify improvement opportunities
Make informed decisions
Align team goals with boarder strategy
Empower teams to manage their own goals
Translate vision into clear priorities
Prepare for disruptions with strong change management
Achieves Operational Success
Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution.
Improve workflows for team efficiency
Use clear documentation and expectations
Resolve issues quickly using data and feedback
It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
About Epiqsystems
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