jellyfishcareers - IT Service Desk Executive (6 Month FTC)
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Requirements
• 2+ years of experience in an IT support, IT technician, or AV/VC technician role, ideally within a media agency or fast-paced office environment. • Strong working knowledge of macOS and Windows operating systems, Microsoft 365, and Google Workspace. • Hands-on experience supporting video conferencing platforms such as Google Meet, Zoom or Microsoft Teams. • Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, Wi-Fi). • Experience managing IT assets using an ITSM or asset management tool (e.g. ServiceNow, or similar). • Proven ability to diagnose and resolve technical issues under pressure, particularly during live events or time-critical situations. • Excellent communication and interpersonal skills with the ability to explain technical concepts clearly to non-technical stakeholders. • Highly organised with a meticulous attention to detail, especially when managing hardware inventory. • A proactive, can-do attitude and the ability to work autonomously on-site. • Note: We emphasise skills, expertise and behavioural attributes over years of experience and traditional degrees. If you want to join our collaborative team, we invite you to apply today with your resume in English.
Responsibilities
• General IT Support • Serve as the first point of contact for all on-site IT support requests, providing prompt and professional resolution of hardware, software, and connectivity issues. • Triage, prioritise, and resolve helpdesk tickets across macOS, Windows, and mobile platforms, escalating complex issues to senior engineers where required. • Set up and configure laptops, peripherals, and mobile devices for new starters and existing staff. • Manage on-site network infrastructure including switches, Wi-Fi access points, and cabling, liaising with the wider IT team on escalations. • Maintain software licensing, ensure endpoint security compliance, and assist with patch management and updates. • Support remote employees with VPN, SSO, and cloud application issues where on-site presence provides advantage. • Provide white-glove IT support to executive and senior leadership stakeholders. • Event & Video Conferencing (VC) Support • Own the end-to-end AV and VC setup for all on-site events, all-hands meetings, board sessions, client presentations, and executive briefings. • Operate and maintain conference room technology including Google Meet Rooms, Microsoft Teams/Zoom, digital displays, microphones, and cameras. • Conduct pre-event technical rehearsals and provide live, on-the-ground support throughout events to ensure zero-failure delivery. • Troubleshoot and resolve AV/VC issues in real time, often under pressure and to tight timelines. • Liaise with third-party AV vendors and event production teams as required for larger company events. • Maintain documentation of room configurations, runbooks, and AV setup guides to enable consistent delivery across all spaces. • Proactively identify and address potential failure points in AV/VC infrastructure before they impact the business. • Asset Management • Maintain an accurate and up-to-date hardware asset register, tracking all devices from procurement through to retirement. • Manage the full lifecycle of IT assets including ordering, receipt, configuration, deployment, redeployment, and secure disposal. • Coordinate hardware procurement requests in line with company policy, working with vendors and finance on approvals. • Conduct regular physical audits of IT assets to reconcile records and identify discrepancies. • Manage loan device pools, ensuring assets are tracked, returned, and in good working order. • Work with the IT team to enforce asset management policies and improve processes over time.
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