IT Support Technician (Junior)

The IT Support Technician (Junior) is the first point of contact for IT support across the Energy Drive Systems group, playing a foundational role within the broader Digitalisation team. This position is embedded within a cross-functional digital environment - sitting alongside IoT, DevOps and Analytics disciplines - and exists to ensure that colleagues across all business functions have reliable, secure access to the tools and systems they depend on.

While the immediate focus of this role is front-line support and day-to-day IT operations, the successful candidate will be exposed to a wide surface area of modern digital infrastructure. Energy Drive Systems is a company where IT is not isolated - it is integral to the business. This role supports not just general IT for the group, but actively enables the Digitalisation team’s mission of delivering data-driven value and competitive advantage.

Energy Drive is looking for someone with a genuine appetite for growth. Curiosity, a willingness to learn, and an interest in the broader digital landscape - from enterprise platforms and cloud environments to data systems and operational technology - will be as valued as technical competence.

Essential Duties and Typical Responsibilities - Key Responsibilities

IT Service Delivery

Serve as the primary point of contact for end-user support requests, managing hardware, software, and connectivity issues through to resolution within defined SLA parameters. Maintain a clear and responsive support queue via the ITSM platform, ensuring all tickets are accurately logged, prioritised, and followed up on. The device estate spans both Apple (macOS/iOS) and Windows environments in an approximate 30/70 split, and comfort across both platforms - or a willingness to develop it - is expected.

Enterprise Platform Management

Provision and maintain user accounts and access across Microsoft 365 and Google Workspace, supporting onboarding, offboarding, and day-to-day platform queries. Escalate configuration or platform-level issues to senior team members, while building familiarity with the broader cloud and SaaS ecosystem the business operates within.

Device & Endpoint Management

Support the administration of JumpCloud MDM across the device fleet, including device enrolment, policy application, and basic configuration for both macOS and Windows endpoints. Assist with antivirus deployment and management, ensuring endpoint protection is current and consistently applied across the estate.

Collaboration & Communication Systems

Support the setup, maintenance, and troubleshooting of video conferencing environments, including Zoom Rooms and VC hardware in meeting spaces. Assist with VoIP system configuration and fault resolution, ensuring reliable voice communication across the business. These environments are business-critical and require a methodical, user-focused approach to support.

Networking & Security Exposure

Under the guidance of senior team members, gain hands-on exposure to firewall configuration and management, VPN access, and network troubleshooting. This role will not own these areas independently at Level 1, but active involvement and a developing understanding of the network and security landscape is expected and encouraged.

Security & Compliance

Apply user access controls and security procedures in line with the organisation’s ISO 27001-aligned protocols. Report security alerts, anomalies, or suspected incidents to senior staff promptly. Maintain awareness of good security hygiene and contribute to a culture of security-conscious behaviour across the business.

IT Reporting & Documentation

Contribute to regular IT reporting - covering ticket volumes, device health, asset status, and platform metrics - to support visibility and decision-making within the Digital team. Maintain accurate, up-to-date records of support tickets, hardware assets, software licences, and IT documentation, and support audit readiness through diligent record-keeping within ITSM and asset tracking systems.

Cross-Functional Support & Exposure

The Digitalisation team spans IoT, DevOps, Data Engineering, and Analytics. While this role is focused on IT support, day-to-day work will bring natural exposure to these disciplines and the infrastructure that underpins them. The right candidate will approach these touchpoints with curiosity - understanding not just the “how” of a support task, but the “why” behind the systems they’re supporting.

Knowledge - What People Know - Technical and/or Professional Knowledge

Qualifications and Experience: A diploma or degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. Prior exposure to a helpdesk or IT support environment is advantageous but not required - EDS are open to developing the right person.

Platform Familiarity: Working knowledge of Microsoft 365 and/or Google Workspace. Comfortable supporting both macOS and Windows environments, or demonstrably willing to develop competence across both. Exposure to MDM platforms (JumpCloud or similar), VoIP systems, video conferencing hardware, or endpoint security tools will be viewed positively - but none are hard requirements at this level.

Experience - What Have People Done - On-the-Job Experience

End-User Support: Experience (or demonstrated aptitude) in diagnosing and resolving common hardware, software, and connectivity issues in a professional setting, across both macOS and Windows environments.

Documentation: Ability to log, track, and communicate technical issues clearly and accurately.

Exposure to cloud platforms: enterprise communication tools, MDM systems, or any aspect of IT infrastructure - even in a personal or academic context - will be viewed positively.

Competencies - What People Can Do - A Cluster of Behaviours

CORE Competencies:

• Driving Customer Value - Fostering Collaboration - Passion for Results

ROLE Competencies:

• Accuracy - Communication - Planning and Organising - Initiating Action - Continuous Learning

Personal Attributes - Who People Are - Personal Dispositions and Motivations

• Curious and Growth-Oriented: A genuine interest in technology and a desire to learn beyond the immediate scope of the role. Comfortable asking questions and taking initiative to understand the systems and teams around them.
• Reliable and Responsible: Takes ownership of tasks and follows through. Understands the importance of consistency, especially in a support function where others depend on timely resolution.
• Collaborative: Works well within a team, communicates openly, and is comfortable operating in a cross-functional environment alongside colleagues from diverse technical disciplines.
• Detail-Oriented: Pays attention to accuracy in documentation, ticket management, and communication - small details matter in IT support.
• Proactive: Doesn’t wait to be told what to do next. Looks for ways to improve, flags issues early, and brings energy to the role.

• Group Risk Cover - contribution to Discovery life; disability; dread disease
• Medical Aid - partial contribution to main member fee on Discovery
• Work From Home
• Training & Development
• Performance Bonus

Notes for applications: as part of the application process, we have some open ended questions. Please keep your answers short (less than 30 words).