Technology Support Engineer – EMEA – IT
The schedules below relate to the basic skill-set required of a Technology Support Engineer. Candidates should be able to demonstrate a true working knowledge and genuine hands-on experience of working with the technologies listed. Candidates should consider the implications of and the commitment required when working for a highly motivated, professional services company with high expectations of its core IT infrastructure and business applications.
Basic Technical Skill Set
* Windows 10 (building/configuring, installing, setting up and administering Windows 10 computers in a network environment)
* Active Directory (Server 2016)
* Office 365 Admin Portal
* MS Office 365 Suite of applications
* Hardware setup (laptops, desktops, tablets, iPhone, Androids)
* Microsoft Remote Desktop Services (RDS)
* Familiarisation with infrastructure cabling and patching
* Basic networking including wireless
* Audio Visual Systems, Video Conferencing and Audio Conference Bridges
* Familiarisation with SCCM
* ITIL awareness
Duties
* Providing face-to-face support as well as over the telephone and email
* Remotely troubleshooting Windows PC hardware and software faults
* Administering network user rights and permissions
* RDS knowledge
* Maintaining IT equipment's Inventory database
* Monitoring and reporting licence status for all IT equipment
* Supporting MS Office 2013, 2016, O365 and Active Directory
* Installing, setting up and administering Windows 10 computers in a network environment
* Acting as the local ‘intelligent hands’ in support of other support operations
* Assisting with the establishment of audio and video conferences
* Creating and maintaining the desktop builds and end-user environments
Experience
* Demonstrable technical experience in supporting desktop hardware and software
* Demonstrable understanding of Microsoft operating system environments (including O365 suite and Windows 10)
* Good awareness of the licensing requirements for hardware and software
* Sound problem-solving and innovative analytical skills
* Familiarisation with ITIL practices
* Small project engagement (office re-organisation/moves)
* Self-motivated and pro-active approach
* Ability and willingness to participate in a flexible/multi-skilled team
* Excellent communication skills; verbal and written business English, excellent interpersonal speaking and listening
The Person
* A self-motivated individual with a clear understanding of service and service delivery
* Someone who will take ownership and stay with it until full resolution has been tested and verified
* A good communicator with empathy for users, particularly those non-versed in ‘IT speak’
* Calm, positive and resourceful, especially under pressure; with a mind-set focused on quality
* Happy to work to completion/resolution rather than the clock
* Takes ownership and follows up
* A corporate Tech Support Engineer delivering a ‘local, personal product’
* A disciplined individual who is diligent in going about and reporting the activities of the working day
* Someone with sufficient presence to co-ordinate and drive other support towers to deliver lasting solutions
* A consistent and solid team player committed to their work and client
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