Tech Support Specialist

Summary

Join unybrands as a proactive Tech Support Specialist! This remote position, based in the UK timezone, requires expertise in O365 support, hardware troubleshooting, security protocols, and ITIL processes. You will manage tech device vendor relationships, maintain asset inventory, and ensure data security. Excellent communication skills and the ability to train users are essential. The role reports to the Head of Infrastructure and Cybersecurity.

Requirements

• Proven experience in IT support, specifically with hardware and software troubleshooting
• Strong knowledge of O365 support, including Exchange Online, SharePoint, and OneDrive
• Experience with security and antivirus protocols
• Familiarity with ITIL processes and ticketing systems
• Excellent communication skills and the ability to train users on technical topics
• Proactive attitude with the ability to manage multiple tasks efficiently

Responsibilities

• Serve as an expert on Exchange Online support
• Be knowledgeable of Azure Entra ID, Security suite, Microsoft SharePoint and OneDrive
• Train users and troubleshoot issues within the O365 productivity suite
• Manage Microsoft Intune to maintain device security and compliance
• Maintain an accurate asset inventory
• Provide break-fix support for Mac and Windows computers
• Possess knowledge of x86/x64/ARM architectures on Dell, Lenovo, and Apple computers
• Apply regular patches to systems to ensure they are secure and efficient
• Perform remote troubleshooting of computers
• Diagnose and troubleshoot network issues to minimize downtime
• Manage network VPN, servers and NAS in an office environment
• Interact with tech vendors and proactively order devices
• Manage the lifecycle of devices, ensuring they are up-to-date and functioning optimally
• Maintain compliance with standard operating procedures to ensure data security
• Monitor security alerts and take appropriate actions
• Apply break-fix patches as necessary to address security vulnerabilities
• Integrate and manage Single Sign On procedures
• Demonstrate a basic knowledge of ticketing tools and ITIL processes
• Understand and implement the "no ticket no work" strategy
• Provide timely and relevant updates to customers regarding the status of their cases
• Administer Zoom and other video conferencing tools
• Have a basic understanding of marketing tools such as Facebook Business Manager and Google Ads platform
• Willing to own and troubleshoot SaaS tools for employees
• Proficient in both verbal and written communication in English
• Ready to support during US hours of operation

Preferred Qualifications

Relevant certification is an added advantage

Benefits

Remote work