As an IT End User Support Technician at ASN Greenwich, you will provide first and second-line IT support across the site, ensuring the continuity, reliability, and performance of critical IT services supporting office, engineering, production, warehouse, and operational teams.

You will play a key role in supporting users, maintaining IT assets, contributing to cybersecurity compliance, and assisting with IT infrastructure projects.

Main Responsibilities

User Support

• Provide first and second-line IT support across all departments within the Greenwich site.
• Troubleshoot and resolve issues relating to PCs, laptops, mobile devices, printers, terminals, and peripherals.
• Support Microsoft Windows 10/11, Microsoft 365, SAP GUI, AutoCAD, and other ASN applications.
• Manage and resolve incidents and service requests through ASN's ITSM platform.
• Ensure accurate documentation and timely resolution of support tickets.

Access & Systems Management

• Administer user accounts and permissions through Active Directory and Identity Access Management tools.
• Support employee and contractor onboarding and offboarding activities.
• Configure user devices, network access, VPN connectivity, and multi-factor authentication.
• Maintain accurate IT asset records and configuration information.

Site & Production Support

• Provide IT support for production and manufacturing equipment, including machine-connected PCs and label printers.
• Support operational and engineering teams with industrial IT systems.
• Ensure IT service availability during production critical activities.
• Adhere to all site safety requirements and PPE regulations while working in manufacturing areas.

Cybersecurity & Compliance

• Support endpoint protection measures including antivirus, encryption, and patch management.
• Assist with cybersecurity audits, risk assessments, and compliance activities.
• Ensure appropriate handling of sensitive operational and business data.
• Promote compliance with ASN IT standards, policies, and security procedures.

Documentation & Continuous Improvement

• Maintain technical documentation, user guides, FAQs, and support procedures.
• Collaborate with local and global IT teams on infrastructure projects and system deployments.
• Contribute to initiatives that improve user experience, service quality, and operational efficiency.

Education & Qualifications

• BTEC National Diploma, NVQ, or equivalent qualification in Information Technology or a related discipline.
• Relevant IT certifications such as CompTIA A+, ITIL Foundation, Microsoft MD-102, or similar are advantageous.
• Exposure to Active Directory, Microsoft 365, Intune, SCCM, or related enterprise technologies is beneficial.
• Experience supporting both office and industrial/manufacturing environments is desirable.

Experience & Skills

• Minimum 1 year of experience in an IT Support, Service Desk, Helpdesk, or Technical Support role.
• Strong troubleshooting and diagnostic skills for end-user devices and enterprise software.
• Experience supporting Windows operating systems and Microsoft 365 applications.
• Familiarity with Active Directory account administration and user access management.
• Understanding of IT asset management and ticketing systems.
• Strong organisational and documentation skills.
• Excellent communication and customer service abilities.
• Ability to work independently and collaboratively within a team environment.
• Strong attention to detail and commitment to security and compliance procedures.
• Proactive approach to problem-solving and continuous improvement.