IT Specialist

Summary

The IT Specialist is a Level 1 role in OneStream’s Internal Support team, providing first-line technical support to employees across our global regions. The role resolves day-to-day hardware, software, account and access requests, gets new starters productive from their first day, and is the visible face of IT in the Manchester office. It is a hybrid role, based in the office three days per week to support employees in person and to run the IT side of office events, meetings and presentations. OneStream is an AI-first business, so the role also helps colleagues get started with the company’s approved AI tools, understand what they can and cannot do, and use them safely, while using those same tools to work faster and to improve the knowledge and self-service that reduce repeat requests. The IT Specialist works as part of a global team that shares a single queue, so the role picks up work in priority order, owns it through to resolution, and keeps the requester informed throughout.

Primary Duties and Responsibilities

• Provide first-line support to employees in person, by phone, by Teams and remotely, resolving hardware, software, account and access issues and escalating to second line with clear notes when needed.
• Pick up tickets from the ServiceNow queue in priority order, own them through to resolution, and keep requesters updated at each stage.
• Prepare and deploy laptops and peripherals for new starters and existing employees using Microsoft Intune and Windows Autopilot, and complete joiner, mover and leaver tasks accurately and on time.
• Support the IT side of office events, meetings and presentations, including meeting rooms, audio-visual equipment, displays, conferencing and town halls, being on site to set up, test and troubleshoot.
• Look after the Manchester office’s day-to-day IT, including workstations, printers, meeting rooms and stock of equipment and peripherals.
• Help employees get started with OneStream’s approved AI tools, such as Claude and Microsoft Copilot, answering how-to questions, explaining what the tools can and cannot do, and pointing people to guidance and training.
• Handle requests for access to AI tools and help colleagues follow the AI Acceptable Use Guide
• Use approved AI tools to work more efficiently, for example to draft knowledge articles, summarise troubleshooting steps and prepare user communications.
• Write and maintain clear knowledge base articles and self-service guidance, and flag repeat requests that could be automated or deflected.
• Coordinate third-party on-site support for EMEA offices without IT staff, giving technicians clear instructions and confirming the work is complete.
• Follow information security practice when verifying users, resetting credentials and granting access.
• Provide occasional support outside normal business hours where required and assist the wider IT team with other tasks as needed.
• Participate in 24x7 rotating on-call schedule.  

Required Education and Experience

• 2-3 years of experience in IT support, service desk or a similar customer-facing technical role, or equivalent practical experience.
• Working knowledge of Windows 11 and Microsoft 365, including Outlook, Teams, OneDrive and SharePoint.
• Basic understanding of user account and access administration, such as Active Directory or Entra ID.
• Experience using a ticketing system to log, update and resolve requests.
• Hands-on familiarity with at least one generative AI tool, such as ChatGPT, Claude or Microsoft Copilot, and a practical understanding of what these tools are good at and where they need checking.
• Excellent written, verbal and interpersonal skills, and confidence explaining technical issues to non-technical colleagues.  

Preferred Education and Experience

• Experience with ServiceNow ITSM.
• Experience with Microsoft Intune, Windows Autopilot or other modern device management tools.
• Experience supporting meeting room, audio-visual and conferencing technology, such as Microsoft Teams Rooms.
• Experience helping others adopt a new tool or way of working, such as running a short demo or writing a how-to guide.
• An entry-level certification such as CompTIA A+, ITIL 4 Foundation, Microsoft 365 Fundamentals or Azure AI Fundamentals.
• Basic proficiency in using macOS for daily administrative tasks, file management and navigating system settings.  

Knowledge, Skills, and Abilities

• A customer-focused approach and a genuine interest in helping people get the most from their technology.
• Curiosity about AI and automation, and the judgement to use AI tools safely, check their output and know when not to use them.
• Logical troubleshooting, including basic network connectivity issues.
• Ownership: takes a ticket from start to finish and keeps people informed without being chased.
• Willingness to learn quickly and share knowledge with the rest of the team.
• Comfort working in a global team across time zones, and in a busy office environment.
• Good organisation, with the ability to prioritise several requests at once.

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Gross annual base salary 32000 - 41500 GBP