Overview
This role requires a Freelance IT Support Desk Technician to provide first-line and light second-line support within a dynamic media environment. The technician will collaborate with various teams, including IT, engineering, and operations, to ensure smooth functioning of corporate and production systems. Responsibilities include handling user support requests, managing technical issues, and assisting with live production needs during scheduled shifts.
Responsibilities
- Respond to user support requests via walk-ups, calls, and tickets.
- Manage ticket updates, meet SLA targets, and communicate effectively with users.
- Provide on-site support for live and recorded productions across various shifts.
- Deploy and troubleshoot Windows and macOS systems and peripherals.
- Manage user accounts, permissions, and MFA resets through defined IT processes.
- Conduct basic network diagnostics and assist with connectivity checks.
- Utilize ITSM tools for ticketing and asset management, and contribute to documentation.
Requirements
- Demonstrated experience in first-line support in a fast-paced environment.
- Strong knowledge of Windows and macOS systems and Microsoft 365.
- Effective communication skills with a calm demeanor under pressure.
- Familiarity with ITIL-aligned service management and ITSM platforms.
- Willingness to work flexible shifts, including weekends.
- Eligibility to work in the UK.
- Desirable: Experience in broadcast or studio environments.
- Desirable: Knowledge of endpoint management tools and light scripting (PowerShell/Bash).