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The primary function is deskside support to the customer’s end users. This encompasses Hardware, Software, and system administration. Defined as providing contracted IT support to ensure that the client’s staff are able to do their job in support of their organization’s commercial goals, such as access, shared resources, configuration, software installations, intranet and internet access, document management, hardware break-fix, and smart hands.
Responsibilities include:
1. Act upon Incidents and Service Requests assigned via the ITSM toolset or equivalent ticketing system, owning end-to-end Incident and queue management, including third-party ticket management, requests for additional hardware/software, system access, configuration, desk moves, setup, and on-site support where required.
2. Engage escalation policies to ensure adherence to contractual SLAs.
3. Contribute to Major Incident and emergency responses at client sites.
4. Assist in escalated problem resolution by providing smart hands support to restore services.
5. Identify opportunities to ‘Shift left’ for more complex support activities.
6. Create, review, and update Knowledge Base articles, site documentation, processes, and procedures.
7. Provide technical troubleshooting under guidance for technologies such as infrastructure devices, network devices, and communication services.
8. Manage hardware assets, stock control, audits, and update the Configuration Management Database, including onboarding and offboarding equipment.
9. Support on-site infrastructure including Wi-Fi, LAN, Voice and Video Conferencing, Meeting Room Booking Systems, and integrations with MS Teams, Cisco Webex, Zoom, and print solutions.
10. Deliver event support remotely, on-premise, and at third-party locations.
You will ideally have:
* Excellent problem-solving skills and the ability to follow instructions, understand technical manuals, and relevant publications.
* Strong communication skills at all levels within the customer and organization.
* Ability to work independently under pressure to deliver high customer satisfaction.
* Understanding of user requirements related to IT infrastructure.
* Decision-making skills and good judgment on when to involve others.
* Organizational skills, prioritization, and multitasking abilities.
* Methodical approach with attention to detail, balanced with customer expectations.
* Effective communication with a customer-focused approach.
Technical Knowledge:
* Mac Hardware and macOS (Big Sur, Monterey, Ventura)
* Jamf – Apple Device Management
* Windows 10/11 and Active Directory/Group Policy
* Microsoft Office and SharePoint
* Windows Deployment Service
* Knowledge of industry-leading switches and wireless networks, including Fibre
* Laptop and Desktop PC diagnosis
* Customer-specific equipment such as Tablets, Scanners, Servers, NAS
In return for your commitment, you can expect:
We value your unique energy and offer opportunities to create the future.
We can offer you:
* Role-specific work environment
* Competitive package with solid base salary, strong bonus, and benefits including holiday entitlement, volunteering leave, holiday purchase scheme, flexible retirement plan, and health support programs.
* Company car or allowance (role-specific), cycle-to-work scheme.
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