Office Manager with Tech Experience

JOB DESCRIPTION:

For our IT Department, we are seeking an On-site Office Manager with Tech XP to act as the local point of contact for end-user and workplace IT incidents across our supported locations. 

You will investigate and resolve complex incidents, coordinate with infrastructure, security and application teams, and translate recurring technical fixes into reusable knowledge for the wider team. The ideal candidate is an experienced IT generalist who works independently, communicates clearly with technical and non-technical stakeholders, and continuously improves the quality of support delivered on site. 

Your Role:

As Office Manager with Tech XPYou will be responsible providing hands-on technical support for laptops, mobile devices, and peripherals, including imaging, hardware diagnostics, inventory management, on windows-based systems as well as Mac system troubleshooting to end users.  This role blends technical expertise with customer-facing communication skills, ensuring reliable service delivery and maintaining customer satisfaction. 

• Investigate and resolve complex workplace IT incidents involving user devices, operating systems, connectivity, authentication, endpoint configuration, applications and peripheral equipment.
• Assess and isolate probable root causes by distinguishing whether an issue is related to the device, user account, network, endpoint policy, application, security control or a wider service outage.
• Coordinate with Service Desk, Network, Security, Identity & Access, Workplace, Infrastructure and Application resolver groups, providing clear technical evidence and supporting on-site validation or remediation activities.
• Perform OEM coordination for in-warranty and out-of-warranty device failures, providing initial diagnosis and managing the repair or replacement process.
• Provide end-user training, technical guidance and operational support to help users understand their tools, resolve recurring issues independently where possible, and get the most from the workplace technology environment.
• Support and guide Field Support Engineers by translating recurring technical fixes into clear, documented procedures they can follow independently.
• Create, maintain and improve knowledge base articles, troubleshooting guides and SOPs based on resolved incidents, ensuring solutions are reusable and accessible to the wider team.
• Identify repeated incident patterns and recommend improvements to processes, documentation, tooling or escalation flows.
• Report on spare stock levels, flag critical shortages and contribute to threshold reviews to ensure service levels can be sustained.
• Maintain accurate records in the ticketing toolset, ensuring ticket quality reflects the technical detail required for escalation and trend analysis.
• Availability to support activities outside standard business hours, including weekends, may be required with prior notice — particularly in the context of infrastructure maintenance windows, switch upgrades, disaster recovery or business continuity exercises. 

Your Profile:

• Solid experience troubleshooting Windows 11 in a corporate end-user environment.
• Good working knowledge of Microsoft 365 and endpoint management concepts, preferably with hands-on experience of Microsoft Intune or Autopilot.
• Understanding of Active Directory and Microsoft Entra ID / Azure AD, including user accounts, device objects, group membership, compliance policies and user profiles.
• Networking fundamentals including IP addressing, DNS, DHCP, Wi-Fi, VPN, proxy configuration and basic connectivity testing.
• Ability to interpret error messages, event logs and technical symptoms to form a structured diagnostic approach.
• Strong ticket documentation skills, with experience coordinating effectively across specialist IT teams.
• Proven ability to work independently, exercise sound judgement on escalation decisions and manage multiple open incidents concurrently.
• Clear and confident communication skills, with the ability to engage both end users and technical resolver teams appropriately.
• Compliance with safety protocols and quality standards is expected at all times, as this role acts as the senior on-site representative of the company's technology and service standards. 

Nice to have: 

• Experience producing or maintaining knowledge base articles, SOPs or troubleshooting guides in a shared service environment.
• Familiarity with conference room and AV equipment diagnosis and support.
• ITIL Foundation or equivalent service management qualification.
• Experience supporting Mac OS environments alongside Windows.
• English is required. Knowledge of the local language of the assigned site is an advantage and may be required depending on location.