Technology Support Group Technician

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Role purpose   To provide responsive, customer-focused IT support to Marken users across the London/Feltham site and the wider EMEA region. The role supports endpoint devices, Microsoft 365 collaboration tools, ServiceNow-based service management processes, identity and access requests, business applications, asset lifecycle activities, and day-to-day operational incidents within a globally distributed support model.

Act as a first point of contact for local and regional IT support requests,   incidents   and service requests, using the ServiceNow Employee / IT Support Center as the system of record.   Provide professional support through approved support channels including ServiceNow, phone, email, Microsoft   Teams   and remote support tools.   Log, triage,   categorise ,   prioritise   and resolve incidents and requests within agreed service levels, escalating where   appropriate   and   maintaining   clear ticket updates.   Support Windows laptop and desktop builds, standard software installation, device preparation, peripheral   configuration   and remote working setup.   Assist   with joiner,   mover   and leaver workflows, including account readiness, hardware provisioning, access requests, equipment return and status updates.   Maintain   accurate   hardware asset and stockroom records in ServiceNow, supporting alignment with Intune device information and lifecycle state updates.   Support Microsoft 365 services including Outlook, Teams, SharePoint,   OneDrive   and Microsoft 365 apps, including troubleshooting,   configuration   and user guidance.   Assist   with identity and access-related issues including Active Directory, Entra ID/Azure AD, SSO, MFA,   VPN   and application access troubleshooting.   Support approved business applications and SaaS tools, liaising with application owners and resolver groups when deeper investigation is   required .   Contribute to   knowledge articles, support documentation,   SOPs   and process improvement activities to reduce repeat incidents and improve service quality.   Follow Information Security, data protection, change management and access control processes, escalating potential risks or suspicious activity promptly.   Participate in handovers with regional and global IT teams to support continuity across time zones and distributed operations.   Service management and operational duties   Monitor assigned queues, shared   inboxes   and collaboration channels to ensure   timely   response and ownership of support activity.   Use ServiceNow to record all work, update affected users, document troubleshooting   steps   and   maintain   a reliable audit trail.   Support request fulfilment for hardware, software, access, Teams-related   requests   and other IT services published through the support portal.   Assist   with ticket cleanup, reclassification, backlog   reduction   and   accurate   closure notes where   required .   Support knowledge management by   identifying   recurring issues and converting repeat fixes into clear user-facing or analyst-facing guidance.   Escalate incidents to infrastructure, endpoint, security, applications, procurement or regional teams with   clear evidence , impact and troubleshooting already completed.   Support change-related activities by following approved change