IT Support Engineer II

**No Agencies Please** Location: Oxford – office based 3 days per week Job Details: The IT Support Engineer II provides hands-on technology support for an Ariat office of approximately 50 employees in rural England while also supporting the company's wider global technology environment across Asia, Europe and the Americas. This role serves as the primary on-site IT contact for the local office, ensuring employees have reliable access to computers, business applications, meeting-room technology, networks and other essential IT services. The position requires a strong customer-service mindset, practical troubleshooting ability and a willingness to provide responsive, face-to-face support. The IT Support Engineer II is also a member of a globally distributed team of support engineers. The role works closely with colleagues across multiple countries and time zones, as well as Infrastructure, Information Security, Enterprise Applications and Networking teams, to resolve issues, deliver projects and maintain consistent global support standards. This is a hybrid role requiring a minimum of three days per week on-site. Additional on-site attendance may be needed for projects, office events or technical incidents. Day to Day Responsibilities: Act as the primary in-person IT support contact for approximately 50 employees at the England office. Deliver friendly, responsive support to employees with a wide range of technical experience. Support Ariat employees and operations across Asia, Europe and the Americas. Work closely with a global team of engineers across multiple countries, cultures and time zones. Provide Tier II support for Windows and macOS computers, mobile devices, printers, peripherals and business applications. Set up, configure, maintain and troubleshoot laptops, desktops, mobile devices and related equipment. Support Microsoft 365, Microsoft Entra ID, Exchange Online, Teams, OneDrive, SharePoint, Intune and Windows Autopilot. Troubleshoot account access, authentication, VPN, wireless, networking, printing, software and endpoint-security issues. Provide hands-on support for meeting rooms, Zoom Rooms, audiovisual equipment and video-conferencing technology. Prepare equipment and access for new employees, and recover equipment and remove access when employees leave. Own escalated incidents through resolution, working with global IT teams and external vendors as required. Maintain accurate hardware, software-licence, equipment-assignment and support documentation. Coordinate equipment repairs, replacements, warranty claims and local vendor services. Support hardware refreshes, office projects, technology deployments and wider global IT initiatives. Improve support through documentation, automation, standardisation and consistent IT service-management practices. Participate in a rotating on-call schedule, including occasional evening and weekend support, and travel when required. About You: Three or more years of IT support experience in a professional or enterprise environment. Experience supporting Windows, macOS, mobile devices and common business applications. Working knowledge of Microsoft 365, Microsoft Intune, Microsoft Entra ID and Exchange Online. Basic knowledge of networking, wireless connectivity, VPNs, DNS and DHCP. Strong troubleshooting skills with the ability to take ownership of issues through resolution. Excellent customer-service, communication and interpersonal skills, including confidence providing face-to-face support. Strong organisational skills, attention to detail and the ability to explain technical information clearly. Ability to work independently as the primary local IT contact while collaborating effectively with a global team. Ability to work on-site a minimum of three days per week and travel occasionally. Availability to participate in a rotating on-call schedule and provide occasional evening or weekend support Preferred Experience Experience working within a global or multinational organisation. Experience supporting meeting-room technology, Zoom Rooms or audiovisual systems. Experience with Cisco Meraki or similar networking technology. Experience with Windows Autopilot, Windows Hello for Business or Apple Business Manager. Familiarity with PowerShell, scripting, automation or ITIL practices. Relevant Microsoft, CompTIA or equivalent technical certifications. This role is intended for a practical, service-focused engineer who is comfortable owning local office support while contributing as part of a global IT organisation. Values: Our values are ingrained in everything we do at Ariat and we believe this is what drives our success as individuals, as teams and, overall, as a Company. Innovation - Be bold and adventurous and try new things. Constantly challenge how you can create change for the better. Learn from the past and don’t let it limit you. Integrity - Do the right thing because it’s the right thing to do. Say what you mean and do what you say. Build trust through consistency, dependability and honesty. Quality - All work matters. Be proud of your work and strive to have it reflect your best and the best of Ariat. Respect - Communicate openly, directly and constructively. Recognise different perspectives and listen with an open mind. Be thoughtful in how you show up and interact with others. Teamwork - Create fun and joy and contribute to the Ariat family spirit. Focus on people’s strengths. Learn from others and share your own knowledge and experience. Ask for help when you need it and offer to help when others may need it. Benefits: Private Medical Insurance Life Assurance Critical Illness Cover Employee Assistance Programme Health & Wellbeing Points Scheme Cycle to Work Scheme Company Bonus Scheme Employee Purchase Scheme Employee Referral Programme Birthday day off Holiday Purchase Scheme Bring your dog to work scheme Employee Volunteering policy Working from a different location policy Free onsite Parking including 2 electric charging points