Freelance IT Support Desk Technician

Freelance Support Technician (Shift-based)

Contract:
Freelance/day-rate (ongoing roster)

Location:
London - onsite

Hours:
10-hour shifts, early / mid / late pattern (no night shifts), covering a 7-day operational window

Day Rate:
£220 per day (Outside IR35)

Overview

We're building a flexible team of Freelance Support Technicians to deliver hands-on, first-line to light second-line support across our corporate, broadcast, and production environments. You'll form part of a shift-based service that keeps our operation running—handling tickets, managing SLAs, and providing dependable, proactive support for teams delivering live content and daily production workflows.

Working under the direction of the IT Service Desk Manager, you'll collaborate with engineering, operations, and production teams to keep systems and users running smoothly in a dynamic media environment.

What you'll do

• Front-line user support:
  Respond to walk-ups, calls, and tickets across production, studio, and office teams. Diagnose and resolve technical issues or escalate as required.
• Ticket management & SLAs:
  Maintain clear, timely ticket updates; meet SLA targets; and ensure consistent customer communication.
• Production support:
  Provide on-site technical cover for live and recorded productions, including early, mid, and late shifts across the week.
• Workstation & device support:
  Deploy and support Windows and macOS systems, mobile devices, printers, and peripherals.
• User accounts & access:
  Manage joiners, movers, leavers, MFA resets, and permissions through defined IT processes.
• Broadcast & post-production assistance:
  Provide first-line checks and troubleshooting for edit suites, control rooms, and user-facing production tools; escalate promptly to engineering teams.
• Networking basics:
  Conduct patching, connectivity checks, and basic network diagnostics (IP, Wi-Fi, VPN).
• Tooling & documentation:
  Use the ITSM platform for ticketing and asset management, contribute to knowledge base articles, and maintain accurate records.
• Compliance & security:
  Follow established IT and security standards, ensuring compliance with data protection and organisational policies.

The environment you'll support

• Users:
  Corporate, studio, production, and visiting partner teams.
• Platforms:
  Windows 10/11, macOS, iOS/Android, Microsoft 365, Teams, SharePoint, and OneDrive.
• Infrastructure:
  Wired/wireless networking, VPN, endpoint management (Intune/JAMF), MFA/SSO, and ITSM tooling.
• Production tech:
  Edit suites, KVM/remote access, control-room endpoints, AV systems, and shared storage environments.

What you'll bring

• Demonstrable first-line or deskside support experience in a
  fast-paced, SLA-driven
  environment.
• Confidence supporting
  Windows and macOS
  , Microsoft 365, AV/conference systems, and network connectivity.
• Clear communication skills and a calm, approachable manner under pressure.
• Excellent ticket discipline and documentation habits.
• Familiarity with
  ITIL-aligned
  service management and ITSM platforms.
• Flexibility to work across
  early, mid, and late
  10-hour shifts, including weekends (no overnights).
• Right to work in the UK.

Desirable extras

• Experience supporting live productions, studios, or broadcast facilities.
• Knowledge of endpoint management tools (Intune, JAMF) and light scripting (PowerShell/Bash).
• Familiarity with AV or post-production systems and workflows.

Shift pattern & engagement

• 10-hour shifts within an early / mid / late pattern, covering
  07:00–23:00
  operation.
• Weekend coverage on a rota basis.
• Day-rate engagement (LTD or umbrella).
• Equipment and on-site access provided.
• Ongoing opportunities for regular bookings based on performance and availability.

Our culture

We're committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds and underrepresented communities, including women, minority ethnic groups, LGBTQ+ individuals, and people with disabilities.