Job
31 Jul 2026
IT Support Specialist (Level 2)
Posted 4 hours ago
About the Role
We are looking for a dedicated and empathetic IT Support Specialist who will work alongside Customer Care, Product, Engineering and Information Security teams, serving as a subject matter expert for access management while mentoring junior specialists and helping drive operational excellence. This role is ideal for someone who enjoys solving challenging technical problems while continuously improving support processes and customer experience.
Key Responsibilities
- Manage advanced user provisioning and access management requests.
- Configure complex customer environments and system access.
- Investigate and resolve escalated authentication and permissions issues.
- Review and approve work completed by IT Support Specialist I team members.
- Conduct quality assurance reviews and compliance audits.
- Create and maintain standard operating procedures (SOPs).
- Mentor and train junior IT Support Specialists.
- Partner with Customer Care, Engineering, Product and Security teams.
- Recommend workflow automation and operational improvements.
- Monitor service metrics and contribute to continuous process optimisation.
Key Responsibilities
- Manage advanced user provisioning and access management requests.
- Configure complex customer environments and system access.
- Investigate and resolve escalated authentication and permissions issues.
- Review and approve work completed by IT Support Specialist I team members.
- Conduct quality assurance reviews and compliance audits.
- Create and maintain standard operating procedures (SOPs).
- Mentor and train junior IT Support Specialists.
- Partner with Customer Care, Engineering, Product and Security teams.
- Recommend workflow automation and operational improvements.
- Monitor service metrics and contribute to continuous process optimisation.
Requirements
- 3–5 years of IT Support, Systems Administration, or Identity & Access Management experience.
- Salesforce certification/experience an added bonus.
- Strong understanding of enterprise access control and security best practices.
- Experience with enterprise ticketing platforms and workflow management systems.
- Knowledge of cloud identity platforms such as Azure AD or Okta.
- Strong troubleshooting and root-cause analysis skills.
- Experience documenting technical procedures and operational workflows.
- Ability to mentor junior team members.
- Familiarity with HIPAA, SOC 2, GDPR or ISO 27001 compliance.
- Experience with SSO, MFA and identity lifecycle management.
How to apply: submit your CV and a brief cover letter outlining your suitability for this role to [email protected] by 31 July 2026.
- Salesforce certification/experience an added bonus.
- Strong understanding of enterprise access control and security best practices.
- Experience with enterprise ticketing platforms and workflow management systems.
- Knowledge of cloud identity platforms such as Azure AD or Okta.
- Strong troubleshooting and root-cause analysis skills.
- Experience documenting technical procedures and operational workflows.
- Ability to mentor junior team members.
- Familiarity with HIPAA, SOC 2, GDPR or ISO 27001 compliance.
- Experience with SSO, MFA and identity lifecycle management.
How to apply: submit your CV and a brief cover letter outlining your suitability for this role to [email protected] by 31 July 2026.