- Company Name
- Frame 25
- Job Title
- Freelance IT Support Desk Technician
- Job Description
-
**Job Title**
Freelance IT Support Desk Technician
**Role Summary**
Provide frontline and light second‑line technical support on 10‑hour shifts for corporate, studio, and production environments. Resolve user incidents, manage tickets to SLA targets, and support live production workflows, ensuring continuous service availability.
**Expectations**
- Work a rotating early/mid/late shift schedule (07:00‑23:00) with weekend coverage.
- Use ITSM tools for ticketing, asset tracking, and knowledge base contributions.
- Maintain clear communication with users and stakeholders under pressure.
- Adhere to IT and security policies, including data protection and MFA compliance.
**Key Responsibilities**
- Respond to walk‑ups, calls, and tickets across production, studio, and office staff.
- Diagnose and resolve Windows/macOS, mobile, printer, and peripheral issues.
- Manage user accounts, joiners/movers/leavers, MFA resets, and permissions.
- Provide on‑site support for live and recorded productions (edit suites, control rooms, AV systems).
- Perform basic networking tasks: patching, connectivity checks, VPN and Wi‑Fi diagnostics.
- Maintain ticket updates, meet SLA targets, and communicate progress to users.
- Maintain ITSM records, contribute to knowledge articles, and document procedures.
**Required Skills**
- 1+ years of first‑line or deskside support experience in a fast‑paced, SLA‑driven setting.
- Proficiency with Windows 10/11, macOS, Microsoft 365, Teams, SharePoint, and OneDrive.
- Competence in endpoint management (Intune, JAMF), MFA/SSO, and basic network troubleshooting.
- Familiarity with ITIL‑aligned service management and ITSM platforms.
- Strong ticketing discipline, documentation practices, and communication skills.
- Ability to work flexible 10‑hour shifts, including weekends.
**Required Education & Certifications**
- Relevant IT certification (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate).
- Valid right to work in the UK.
---