IT Support Technician II

• Diagnose and resolve technical issues methodically, providing regular status updates to end-users.
• Deliver end-user support across hardware, software, and networking, considering constraints and business impact.
• Act as a liaison between internal clients and other IT teams to escalate and resolve complex issues.
• Communicate technical concepts clearly to non-technical users, both verbally and in writing.
• Maintain accurate records in IT systems, including hardware inventory, patch management, ticketing, and documentation.
• Contribute to global initiatives for standardization and automation of account setup, laptop deployment, and patching/policy compliance.
• Support and maintain audio/visual equipment in office spaces and meeting rooms.
• Demonstrate flexibility to work extended hours when necessary to meet critical deadlines.
• Undertake additional duties as required within the scope of the role.

• Mentors junior team members by sharing expertise and guiding them through departmental processes.
• Identifies opportunities for process improvement and proactively suggests solutions.
• Works effectively with minimal supervision, prioritizing tasks based on business needs.
• Quickly learns new technologies and adapts to changing environments.
• Communicates complex technical issues in a clear, user-friendly manner.

• Experience: 2–3 years in a technical help desk or IT support environment.
• Technical Knowledge: 
• Strong proficiency in Windows OS and Microsoft Office 365.
• Basic administration of Microsoft 365 and Active Directory.
• Understanding networking fundamentals (VPN, DNS, DHCP).
• Familiarity with MacOS and Ubuntu Linux preferred.
• Experience with ticketing systems, documentation platforms, and RMM tools is a plus.
• Soft Skills: 
• Naturally curious and eager to learn new technologies.
• Collaborative team player who values shared problem-solving.
• Self-directed with strong organizational skills and ability to meet deadlines.
• Committed to continuous personal and professional growth.

We Hope You’ll Like Our:

• Culture that supports true collaboration.
• Approach to personal development where we encourage individuals to grow and share what they’ve learned.
• Social events, both within the department and across the company.
• Generous annual leave and wider circle employee benefits.
• Additional one day off to celebrate your birthday.
• Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness and Mintel Gives).
• Giving back is part of our culture with this in mind, Mintel gives employee 2 days leave per year to join local volunteering activity organised by our Mintel Gives (where applicable).
• Mental health and wellbeing support via Modern Health App.
• Beautifully designed offices to foster collaboration and fun.