- Company Name
- Graphcore
- Job Title
- Helpdesk Support Technician
- Job Description
-
**Job Title**
Helpdesk Support Technician
**Role Summary**
Provide day‑to‑day end‑user support for macOS, Windows and Linux environments. Resolve tickets, document solutions, maintain an internal knowledge base, manage assets, and ensure compliance with security policies. Contribute to procurement, onboarding/offboarding, and IT improvement projects.
**Expectations**
- Rapid, accurate ticket triage and resolution.
- Maintain clear, up‑to‑date documentation and asset inventory.
- Promote and enforce IT and security best practices.
- Work independently while collaborating with cross‑functional teams.
- Participate in continuous improvement initiatives and new project onboarding.
**Key Responsibilities**
1. Log, triage, and resolve user support requests across macOS, Windows, and Linux.
2. Document solutions and update the internal knowledge base.
3. Ensure adherence to information‑security and GDPR policies.
4. Communicate effectively with end users, advocating internal IT policies and security practices.
5. Assist in procurement of IT equipment; manage software licences and contracts.
6. Maintain an accurate, organised inventory of hardware, peripherals, and accessories.
7. Support new‑user onboarding/off‑boarding, device provisioning, and account setup.
8. Participate in IT projects and continuous‑improvement initiatives as needed.
**Required Skills**
- Proven end‑user support proficiency in macOS and Windows.
- Strong troubleshooting methodology and analytical problem‑solving.
- Excellent communication and customer‑service abilities.
- Independent worker capable of collaborating in a team environment.
- Network fundamentals: IP, DNS, DHCP, VPN, basic routing.
- Security concepts: PKI, SSL/TLS, MFA, encryption.
- Experience with endpoint‑management tools (Jamf Pro, Intune, or similar).
- Familiarity with Linux shell, basic scripting, and system troubleshooting.
- Exposure to identity‑management (Azure AD, Okta, etc.) and cloud/SaaS platforms (Microsoft 365, Slack, Zoom).
- Understanding of IT asset lifecycle management and zero‑touch provisioning.
- Interest in automation/scripting (Bash, PowerShell, Python).
- Knowledge of VLANs is a plus.
**Required Education & Certifications**
- Minimum of a secondary education or equivalent IT qualification.
- Preferably IT‑related certification such as CompTIA A+, Network+, or Security+.
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