L1/L2 Support Technician

Job Description

L1/L2 Support Technician

Mind Foundry is an Oxford University company, founded by world-leading academics. Our mission is to create a future where humans and AI work together to solve the world's most important problems

We believe that AI is one of the most important technological advancements in human history, and in order to create a better future, it must be created responsibly and in a way that aligns with human values. We do this by creating AI responsibly from trusted scientific principles. We develop algorithms that are humble, honest, and aware of their limitations.

Our work focuses on creating a future where humans and AI work together to radically transform our world for good. Our technology has been used to solve problems when no other solution was available. The Mind Foundry Platform powers comprehensive offerings for the most complex problems in Insurance, Infrastructure, Defence & Security, and others.

Job Summary:

The L1/L2 Support Technician will provide first and second-level technical support to our internal users in a mixed Windows and MacOS environment. The role primarily involves supporting users with Microsoft 365 tools, troubleshooting hardware and software issues, and ensuring a high level of user satisfaction through efficient resolution of technical issues and provision of relevant advice.

Key Responsibilities:

• User Support:
  • Provide L1/L2 technical support to users on Windows and MacOS platforms.
  • Engage with users to resolve issues related to Microsoft 365 tools, including Outlook, Teams, OneDrive, and SharePoint, and other company systems
  • Perform remote and on-site troubleshooting to diagnose and resolve hardware and software issues.
  • Respond to and resolve technical support tickets in a timely manner.

• System Administration:
  • Assist with the setup and configuration of new devices (laptops, desktops, mobile devices).
  • Ensure devices are compliant with company policies and security standards.
  • Manage user accounts and access permissions within Microsoft 365 and other company systems.
  • Support the deployment of software updates and patches.

• Networking:
  • Assist in maintaining and troubleshooting network issues, including WiFi, LAN, and VPN connections.
  • Support the configuration and management of network printers and other peripherals.

• Documentation and Training:
  • Document technical issues and solutions in the company’s knowledge base.
  • Create and update user guides and training materials.
  • Conduct training sessions for users on best practices and new technologies.

• Collaboration and Communication:
  • Work closely with other IT team members to escalate and resolve complex issues.
  • Communicate effectively with users to understand their needs and provide appropriate solutions.
  • Participate in IT projects and initiatives as needed.

Your Background:

• Proven experience as a Technical Support Specialist or similar L1/L2 support role.
• Proficiency in both Windows and MacOS environments.
• Strong knowledge of Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Exposure to Microsoft Administrative tools (Entra, Intune, Defender, Exchange, Purview)
• Basic understanding of networking principles and troubleshooting.
• Excellent problem-solving and multitasking skills
• Desire to learn new skills, acquire knowledge, and to become more technically proficient
• Good communication and interpersonal skills and enthusiastic about helping others

This role will be based in our office in Summertown, Oxford (we do have parking). You will have flexibility to work from home on occasions but this is primarily an office based role.