IT Support Technician II

The IT Support Technician II provides advanced technical support for Level 1–2 issues raised by employees, ensuring timely resolution in line with departmental service level agreements. This role requires strong troubleshooting skills, excellent communication, and the ability to work independently while collaborating with global teams.

Key Responsibilities

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Diagnose and resolve technical issues methodically, providing regular status updates to end-users.

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Deliver end-user support across hardware, software, and networking, considering constraints and business impact.

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Act as a liaison between internal clients and other IT teams to escalate and resolve complex issues.

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Communicate technical concepts clearly to non-technical users, both verbally and in writing.

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Maintain accurate records in IT systems, including hardware inventory, patch management, ticketing, and documentation.

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Contribute to global initiatives for standardization and automation of account setup, laptop deployment, and patching/policy compliance.

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Support and maintain audio/visual equipment in office spaces and meeting rooms.

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Demonstrate flexibility to work extended hours when necessary to meet critical deadlines.

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Undertake additional duties as required within the scope of the role.

Core Competencies

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Mentors junior team members by sharing expertise and guiding them through departmental processes.

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Identifies opportunities for process improvement and proactively suggests solutions.

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Works effectively with minimal supervision, prioritizing tasks based on business needs.

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Quickly learns new technologies and adapts to changing environments.

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Communicates complex technical issues in a clear, user-friendly manner.

Required Skills & Qualifications

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Experience: 2–3 years in a technical help desk or IT support environment.

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Technical Knowledge:

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Strong proficiency in Windows OS and Microsoft Office 365.

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Basic administration of Microsoft 365 and Active Directory.

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Understanding networking fundamentals (VPN, DNS, DHCP).

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Familiarity with MacOS and Ubuntu Linux preferred.

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Experience with ticketing systems, documentation platforms, and RMM tools is a plus.

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Soft Skills:

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Naturally curious and eager to learn new technologies.

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Collaborative team player who values shared problem-solving.

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Self-directed with strong organizational skills and ability to meet deadlines.

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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.

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