IT Support Technician

About the Role

We are looking for a reliable, personable IT Support Technician to join our close-knit team. This is a frontline support role. You will be the first point of contact for our clients, providing day-to-day technical assistance and ensuring their IT systems run smoothly.

You will work remotely, supported by a senior team, with the opportunity to grow your skills across a range of technologies. While training will be provided on our specific systems and processes, we're looking for someone who can get straight into general IT support and is keen to develop further.

We are an AI-first company, and you will be expected to embrace AI tools as part of your daily workflow. Whether it's troubleshooting, research, or task management, we see AI as essential to how we work, and the right candidate will be excited by that, not intimidated by it. This role has genuine scope to grow into an AI-assisted IT specialist position.

The role primarily focuses on Apple/Mac environments (our primary platform) with secondary Windows/Microsoft support. You will manage multiple SMB client accounts concurrently, each with their own platforms, tools, and procedures. Strong communication skills and patience are essential, as many end users are non-technical and require clear, calm guidance.

On-site visits may sometimes be required for physical tasks such as equipment relocation or providing hands-on support, however, the role is primarily remote.

Day-to-Day Responsibilities

The role requires you to maintain and develop a structured daily routine, with reactive/proactive support and project work filling the remainder of the day. You may occasionally be required to receive out-of-hours emergency support calls.

Reactive Support

• Answering client calls and responding to support tickets promptly and professionally
• Diagnosing and resolving IT issues remotely
• Providing telephone-guided support for users who do not yet have remote access tools installed (requires patience and clear verbal instructions)
• Escalating more complex issues to senior team members where appropriate
• Logging all support activity accurately in our ticketing system

Reporting & Client Communication

• Using the ticketing system to communicate clearly with clients
• Ability to determine and prioritise tickets
• Resolve issues in a timely manner and within SLA agreements

Key Responsibility Areas

1. Cloud Platform & Domain Administration

Cloudflare

• DNS setup and configuration for client domains
• Domain registration, renewal, and migration between registrars
• DNS record management and troubleshooting
• General familiarity with the broader Cloudflare platform

Google Workspace

• Admin account creation and management
• User provisioning and de-provisioning
• Deploying Google Workspace services onto Mac and Windows endpoints
• Configuring email, calendar, and collaboration tools on iOS and Android devices
• Google Drive desktop app deployment (per client policy; some clients restrict installation)

Apple Ecosystem

• Setting up and configuring iCloud accounts
• Provisioning Mac computers (iMacs, MacBooks) with iCloud integration
• Application installation and configuration on macOS
• Setup and management of iOS devices (iPhones, iPads)

Microsoft 365 / Exchange

• Microsoft 365 environment administration for selected clients
• Exchange Server administration (cloud and, where applicable, on-premise)
• Deploying Microsoft Office to Mac and Windows machines
• Microsoft Teams setup and support (used widely across the client base)
• Windows Server management for applicable clients
• License assignment and user management

2. End-User Device Provisioning & Setup

• Prepare new Windows and Mac computers per client-supplied specifications
• Deploy and configure mobile devices (iOS and Android)
• Install and configure antivirus software
• Set up password managers
• Configure VPN access where required
• Assist with mailbox recovery, platform migrations, and general troubleshooting

3. Backup Management

• Monitor and verify cloud backups daily for all clients
• Perform backup pruning to manage storage
• Monitor FileMaker Server scheduled backups
• Track and escalate backup failures
• Manage backup retention policies per client requirements
• Coordinate with clients to resolve backup infrastructure issues

4. SSL Certificate Management

• Monitor certificate expiration dates
• Process SSL certificate renewals, generation, and revocation
• Track renewal deadlines
• Install and configure certificates on endpoints, servers and workstations
• Troubleshoot SSL/TLS configuration issues

5. Server / Framework Maintenance & Monitoring

• Check servers and frameworks
• Document outdated packages, plugins, frameworks and security issues for client notification
• Remedial action updates upon client approval

6. Network & Infrastructure Support

• Configure and manage routers, access points, and switches
• Monitor network health and troubleshoot connectivity issues
• Support Wi-Fi access point deployment and credential configuration
• VPN configuration and deployment
• General networking knowledge: DHCP, DNS, NAT, VPN, Wi-Fi
• Manage ISP-provided modems/routers
• Set up network printers and scanners
• Troubleshoot printing and scanning issues

7. Communication & Telephony

• Knowledge of Zoom, Teams, and RingCentral deployment in corporate environments
• Assist with video conferencing setup and troubleshooting

8. Security & Access Management

Credentials Management

• Maintain the central credentials database with accurate, date-stamped entries
• Ensure secure storage of all sensitive access information
• Experience with security protocols and safe credential management
• Knowledge of 2FA, TOTP, YubiKey, passkeys and other security factors

Endpoint Security

• Deploy and manage antivirus solutions across client endpoints
• Monitor security alerts and manage software updates
• Strong awareness of cybersecurity best practices
• Understanding of phishing, social engineering, and common attack vectors

9. Documentation & Knowledge Management

• Keep detailed ticket notes documenting troubleshooting steps and resolutions
• Update the internal wiki with standard operating procedures
• Assist with internal IT projects and infrastructure maintenance as needed

Technical Experience

Experience with as many of the following as possible is desirable. Training will be provided on our specific systems and processes where needed.

Required Skills & Attributes

• Excellent communication skills, able to write clear, professional emails and speak confidently on the phone
• Genuine problem-solving ability and a methodical approach to troubleshooting
• Ability to explain technical issues in plain language to non-technical clients
• Patience: many end users require significant hand-holding; the ability to calmly guide users through processes step-by-step (including verbally without screen sharing) is critical
• Self-motivated and comfortable working independently in a remote environment
• Reliable, organised, and able to manage multiple priorities across concurrent client accounts
• Strong attention to detail. Accurate record-keeping (credentials, ticket notes, backup logs) is essential
• Adaptable, comfortable switching context between different platforms, tools, and client-specific procedures throughout the day
• A positive, client-focused attitude with genuine customer service orientation
• Proactive problem-solving, with the ability to identify potential issues during routine monitoring and flag them before they become critical
• Passion for learning new technologies and keeping skills up to date
• Flexible attitude: some tasks and meetings may overrun, and you need to be prepared to accommodate variation in finish time at the end of the day
• Well-organised: able to maintain clear progress across all tasks without needing constant oversight
• Creative thinker: someone who thinks outside the box and looks for better ways to solve problems, not just the obvious route
• Good business common sense: understands priorities, can exercise judgement, and knows when to escalate
• Willingness to embrace AI: comfortable using AI tools in daily work and eager to develop AI-assisted workflows
• Strong back-end and sysadmin skills: confident with Linux, command-line operations, and server administration

Desirable Qualifications & Accreditations

• Apple Certified Support Professional Certification
• Google Workspace Certification
• Any Claris Micro Certification
• Any relevant Microsoft certification (e.g., MS-900, MD-102)
• Any relevant IT support or networking qualifications

Candidates who already hold these accreditations will be at a distinct advantage, though we are happy to support the right candidate in working towards them.

A recent computer science graduate or someone early in their IT career with strong foundational skills would be well-suited to this role. We value aptitude and attitude as much as experience.

Working Conditions

• Remote-first: 90%+ of work is performed remotely from a home office
• On-site visits: Occasional, primarily for physical tasks such as equipment relocation or providing reassurance during office moves. Transport will be provided when necessary (train ticket, hire car, etc.). Candidates must be based in Sussex to enable this.
• Hours: Standard UK business hours with flexibility needed for tasks and meetings that run outside normal hours, with occasional out-of-hours emergency support.