Senior IT Support Administrator

OVERVIEW:

Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients’ decision-making process. Powered by innovative technology, real-time data, and hard-to-source expertise, we help our clients to turn answers into action.

Backed by a network of nearly 1.5 million experts, and Guidepoint’s 1,300 employees worldwide we inform leading organizations’ research by delivering on-demand intelligence and research on request. With Guidepoint, companies and investors can better navigate the abundance of information available today, making it both more useful and more powerful. Play a vital role in Guidepoint’s success.

We are currently looking for a senior level support colleague to join the team in London as part of our Global IT Service Desk. The Senior IT Support will be responsible for providing top-tier technical support to our in-office and remote employees globally. Responsibilities will include troubleshooting and resolving complex issues, as well as providing outstanding customer service and training. Additionally, the role will be responsible for maintaining our IT infrastructure, handling basic networking issues, and working closely with remote teams and global counterparts to develop solutions that will improve system performance.

The role will be based in our London office.

All applicants must have the right to work in the UK.

What You’ll Do:

• Provide comprehensive, top-tier support to both remote and onsite employees with an emphasis on customer service, including troubleshooting software, hardware, mobile devices, and network related issues
• Launch and maintain the new London office’s infrastructure, support engineering, and assist local employees with their various needs
• Maintain support duties through an online ticket management system
• Employ Microsoft admin portals like Azure AD / Entra and Endpoint Management / Intune for managing security groups related to access, SSO, and application deployment
• Maintain a knowledge base consisting of documentation and administration procedures
• Participate in mitigation of email-based threats through use of industry-adopted security tools like Avanan, Microsoft Defender; responsibilities include releasing or recategorizing emails and submitting them for review and reclassification by Microsoft when incorrectly flagged as a threat
• Troubleshoot issues with video conferencing rooms and equipment, ensuring all systems function optimally for seamless virtual meetings and presentations
• Coordinate with Human Resources, Endpoint, and M365 Service teams for the onboarding and offboarding of employees

What You Have:

• 8-10 years of experience providing IT support in a corporate office environment
• Significant experience and proficiency using and administering the Microsoft 365 suite of applications, plus Windows 10 / 11
• Familiarity with Microsoft admin centers such as Azure AD / Entra, Endpoint Manager / Intune, and Security
• Confident troubleshooting common to complex networking issues
• Excellent customer service orientation, communication skills, and the ability to work effectively in a small team environment
• Capable of managing multiple tasks simultaneously in a fast-paced atmosphere, with a positive and proactive attitude

Nice to Have:

• Experience troubleshooting Mac OS / JAMF
• Experience Windows Autopilot
• Experience with Microsoft Teams Rooms setup and troubleshooting
• Experience with Intune for mobile device and application management

What We Have:

• Competitive salary, bonus and benefits
• Excellent medical coverage through BUPA
• Excellent professional development opportunities
• Supportive culture that celebrates and rewards success
• Friday happy hour and “Summer Fridays”
• Year round company sponsored sports and team building events
• Informal work environment
• Employee Assistance Programs
• Volunteer days

At Guidepoint, our success relies on the diversity of our employees, advisors, and client base, which allows us to create connections that offer a wealth of perspectives. We are committed to upholding policies that contribute to an equitable and welcoming environment for our community, regardless of background, identity, or experience.

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