L1/L2 Support Technician

Mind Foundry is an Oxford University company founded by world-leading academics. Our mission is to create a future where humans and AI work together to solve the worlds most important problems.

We believe that AI is one of the most important technological advancements in human history and in order to create a better future it must be created responsibly and in a way that aligns with human values. We do this by creating AI responsibly from trusted scientific principles. We develop algorithms that are humble honest and aware of their limitations.

Job Summary:

The L1/L2 Support Technician will provide first and second-level technical support to our internal users in a mixed Windows and MacOS environment. The role primarily involves supporting users with Microsoft 365 tools troubleshooting hardware and software issues and ensuring a high level of user satisfaction through efficient resolution of technical issues and provision of relevant advice.

The role will be based onsite full time in our Summertown (Oxford) office and will report into our IT Manager.

The L1/L2 Support Technician will be part of the Mind Foundry Operations team. The team is made up of Operations IT Finance People Legal and Compliance.

Key Responsibilities:

User Support:

• Provide L1/L2 technical support to users on Windows and MacOS platforms.

• Engage with users to resolve issues related to Microsoft 365 tools including Outlook Teams OneDrive and SharePoint and other company systems

• Perform remote and on-site troubleshooting to diagnose and resolve hardware and software issues.

• Respond to and resolve technical support tickets in a timely manner.

System Administration:

• Assist with the setup and configuration of new devices (laptops desktops mobile devices).

• Ensure devices are compliant with company policies and security standards.

• Manage user accounts and access permissions within Microsoft 365 and other company systems.

• Support the deployment of software updates and patches.

Networking:

• Assist in maintaining and troubleshooting network issues including WiFi LAN and VPN connections.

• Support the configuration and management of network printers and other peripherals.

Documentation and Training:

• Document technical issues and solutions in the companys knowledge base.

• Create and update user guides and training materials.

• Conduct training sessions for users on best practices and new technologies.

Collaboration and Communication:

• Work closely with other IT team members to escalate and resolve complex issues.

• Communicate effectively with users to understand their needs and provide appropriate solutions.

• Participate in IT projects and initiatives as needed.

Your Background:

• Excellent communication and interpersonal skills and enthusiastic about helping others

• Proven experience as a Technical Support Specialist or similar L1/L2 support role.

• Proficiency in both Windows and MacOS environments.

• Strong knowledge of Microsoft 365 applications (Outlook Teams OneDrive SharePoint).

• Exposure to Microsoft Administrative tools (Entra Intune Defender Exchange Purview)

• Basic understanding of networking principles and troubleshooting.

• Excellent problem-solving and multitasking skills

• Desire to learn new skills acquire knowledge and to become more technically proficient

• Comfortable working in an onsite role in a primarily hybrid environment

What we offer

Youd be joining a talented team of scientists engineers storytellers and problem-solvers who are dedicated to innovation the pursuit of knowledge and making the world a better place. We believe in investing in our people by encouraging career and personal development. We strive to ensure all staff have the tools time and support they need to shape their own professional development. We want to help you be the best at what you do and allow you to grow with the company.

Our benefits include;

• 25 days annual leave (plus bank holidays and Company closure between Christmas and New Year)
• Salary Sacrifice Pension (5% employer contribution and 5% employee contribution)
• Private Healthcare via Bupa & MediCash Cash Plan
• Group Life Cover
• Cycle to work scheme
• Workplace Nursery scheme
• Flexible working options

We look forward to hearing from you. If you have any questions please email