Job Description

1. MAIN PURPOSE OF JOB

Act as the first point of call for all users and maintain professional and stable user relationship

Resolve IT technical issues for users in London office and support overseas users and IT teams.

Conduct customer facing project implementation work as required

Smart device (iPhone/iPad) configuration and support.

Work with customers and stakeholders to help realise IT related requests.

Adhere to customer processes and regulations.
2. POSITION IN ORGANISATION
Reports to ServiceDesk Manager

No direct reports

3. SCOPE OF JOB
2nd line IT technical support for EMEA regions. (Desktop Support / Windows 11)

Providing assistance and knowledge sharing with other engineers.

Occasional travel to datacentre and other customer sites if required.

Technical design and support for projects and user requests.

Adhering to customer and company rules regulations and procedures.

4. DIMENSIONS AND LIMITS OF AUTHORITY

None given

5. QUALIFICATIONS/SKILLS/PERSONAL QUALITIES

Qualifications:

College diploma or University degree in an IT related technical subject

Beneficial Microsoft Certifications (MCSA, MCP)

Technical Skills:

Excellent problem solving skills

HP laptops hardware

intermediate knowledge of networking hardware, patching methodologies, networking protocols.

Multifunction printer, Scanning systems

Basic telephone system and PABX/VOIP management

Familiarity with Cisco /MS Teams Rooms/Clickshare/Miracast conference equipment

Apple iOS device management configuration and support

User support for Microsoft Office applications including MS Teams

PC imaging and laptop preparation

Active directory management, group policy, DHCP and DNS

Volume Shadow copy and server backup solutions

SCCM Package/Advertisement creation and deployment

Personal Qualities

Excellent customer service and relationship skills / soft skills

Proven troubleshooting and problem solving experience.

Must have a "Can do" Positive attitude.

Happy to work in a corporate structured helpdesk environment.

Presentable and well-mannered.

Ability to work well under pressure.

6. EXPERIENCE

3 Years' Experience in working in a fast paced ServiceDesk environment

Experience providing 1st and 2nd line support for 200+ users.

Experience in PC imaging and new user setups

Experience in basic networking and troubleshooting, TCP/IP, DNS and DHCP.

Desktop Support for Windows based applications.

Knowledge of Group Policy, SCCM software deployment not required but beneficial.

Knowledge of various desktop and server operating systems, and system administration tools.

Supporting and management of VC equipment beneficial.

Job Type: Full-time

Pay: 32,000.00-39,000.00 per year

Additional pay:

Yearly bonus
Benefits:

Company pension Discounted or free food Gym membership Private medical insurance Work from home
Schedule:

Monday to Friday Overtime
Work Location: Hybrid remote in London EC4V 3BJ