Senior IT Associate

Job Description

Note : This role will work during UK business hours

Key Responsibilities :

• Tech Support & Escalation

○ Triage, categorize, assign, and resolve a broad range of incoming IT

Support requests via channels like Slack, email, and web form.

○ Act as an escalation point for IT Associates to meet internal OLAs. This

requires strong troubleshooting skills and resourcefulness.

○ Execute onboarding and offboarding tasks, including provisioning and

deprovisioning accounts, hardware, and system access.

○ Document solutions for IT team and employee reference.

○ Infrastructure support like DNS, bulk email platforms, cloud backups, and

email security (SPF, DMARC, DKIM).

○ Proactively identify recurring issues, identify solutions, and document

playbooks for L1s to improve FCR

○ Assist with ongoing migration from Google Workspace to Microsoft 365.

○ Administration and maintenance of the Microsoft 365 environment,

including but not limited to Entra, Intune, Defender, SharePoint, and

Exchange.

○ Administer and configure a variety SaaS products.

○ Support efforts to deduplicate our SaaS suite, creating a single consistent

tool set across all business areas.

○ Support the standardization of account provisioning within third party

systems with SAML SSO and SCIM provisioning.

○ Assist with identification and reconciliation of shadow IT systems.

○ Administer corporate macOS and Windows devices, software, and

configurations using Intune Mobile Device Management (MDM).

○ Administer personal BYOD mobile devices, software, and configurations

using Intune Mobile Application Management (MAM).

○ Interact with and maintain relationships with assigned vendors.

○ Participate in software renewal processes.

○ Seek out opportunities to automate standard processes across the

technology suite including onboarding and offboarding tasks, which are in

many cases still quite manual.

○ Recommend technology, tool, or process changes to improve efficiency.

○ Serve as a utility player for junior team members by mentoring and

training as needed.

○ Serve as a utility player for senior team members by assisting with project

execution, system maintenance, and documentation.

○ Build trust and relationships with internal stakeholders through excellent

customer service.

Qualifications :

Intune, Defender, SharePoint, and Exchange

international environment of similar size

Qualifications

Qualifications :

Intune, Defender, SharePoint, and Exchange

international environment of similar size