IT Support Technician

About the Role:

As an IT Support Technician, you'll provide front-line IT support to the organization, working on licensing requests, onboarding/offboarding, physical desk setups, general troubleshooting, as well as other tasks in partnership with the rest of the IT team in a fast-moving, dynamic creative environment. The chosen candidate must have excellent interpersonal and communication skills with an overall desire to learn and grow. This is an in-office position that requires travel between the London-based studios, providing support as required.

This in-office role is ideal for someone eager to grow their technical knowledge and be part of a supportive, creative team. If you want to join an environment where learning, problem-solving, and team spirit are valued, we’d love to hear from you!

Main Responsibilities

• Provide Front-Line Support: Be the first point of contact for technical issues, managing troubleshooting efforts and ensuring fast resolution.
• Manage Onboarding & Offboarding: Facilitate seamless IT setup for new hires, freelancers, and contractors and handle offboarding processes.
• Provide in-person technical support and assistance with meeting room hardware, device upgrades, replacements and other in person technical support needs
• Maintain documentation of tasks performed as part of a ticketing process
• Create user guides and other documentation
• Undertake other tasks assigned by the IT leadership team

Outcomes for Success

• Quick Technical Resolutions: All technical requests are resolved promptly, minimizing downtime.
• Efficient Onboarding: New employees are set up with IT tools smoothly and on time.
• Accurate Documentation: User guides and task logs are clear, thorough, and regularly updated.
• Collaborative IT Environment: You actively contribute to a positive and productive team dynamic.
• Adaptability in Support Operations: Off-hours or complex tasks are handled efficiently and effectively.

About You:

Qualifications & Skills

• Foundational Knowledge:

  • Basic understanding of MacOS and Windows operating systems.
  • Familiarity with network fundamentals, such as DHCP and DNS.
  • Knowledge of permissions management and administration.
  • Proficient in Microsoft Office and Google Workspace.

• Preferred Certifications:

  • A+, CompTIA, or Google IT Support Professional certifications.

• Experience:

  • Previous experience in creative studios is a plus.
  • Knowledge of Slack and Google Workspace tools is preferred.

• Soft Skills:

  • Excellent organizational, time management, and problem-solving skills.
  • Ability to work off-hours or rotating shifts when needed.

Character Traits

• Clear Communicator: You have excellent interpersonal and written communication skills.
• Problem-Solver: You remain calm and logical when troubleshooting technical challenges under pressure.
• Team Player: You thrive in a collaborative environment and enjoy helping colleagues succeed.
• Curious & Adaptable: You're passionate about learning new skills and embracing changing priorities.
• Proactive & Organized: You manage your time efficiently, anticipating potential issues before they arise.

Physical Demands & Working Environment

• Sitting / Standing for extended periods, stooping and kneeling
• Ability to communicate effectively with verbal, visual, and listening skills
• Close visual work on a computer terminal.
• Dexterity of hands and fingers to operate any required equipment and to operate computer keyboard, mouse, and other technical instruments.
• Able to lift and carry heavy equipment, up to 50 pounds/ 23 kilos.- (e.g. switch and server installs)
• Ability to climb ladders and work on raised platforms.
• Ability to comfortably use tools such as screwdrivers and pliers
• Able to participate in written and oral communications

About Journey: