Job Description

?Lyon Tech is a managed IT services provider to the creative sector based in London and currently serves over 4000 users and 100+ companies based over in 15 countries. We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence.

We are seeking a skilled and customer-focused Service Desk Engineer to join our dynamic IT support team. In this role, you will serve as the first point of contact for technical issues, ensuring timely and effective resolution of IT-related incidents and service requests. You will play a crucial role in maintaining business continuity by delivering high-quality support to end-users while adhering to established service levels and best practices.

Key Responsibilities

Act as the first line of support for IT-related issues, providing assistance via phone, email, and in-person interactions. Diagnose, troubleshoot, and resolve hardware, software, and network-related issues, escalating complex problems to higher-level support when necessary. Record, track, and manage all incidents and service requests using the designated ticketing system, ensuring accurate and detailed documentation. Set up and configure new user accounts, devices, and applications, including onboarding and offboarding processes. Perform regular system maintenance, updates, and patch management to ensure optimal performance and security. Assist with the deployment of IT projects, including upgrades and migrations, as directed by the infrastructure and solution team. Maintain documentation and ensure proper tracking and management of all tickets. Provide end-user training and guidance on the use of systems, applications, and IT policies. Collaborate with other IT team members to improve processes and enhance service delivery.

Technical Skills:

Proficiency in Windows and macOS operating systems. Experience with Multi-Factor Authentication (MFA) and Single Sign-On (SSO) technologies. Experience with endpoint security tools, antivirus, and malware detection. Experience in troubleshooting common productivity software (e.g., Office 365, Google Workspace). Hands-on experience with hardware troubleshooting (laptops, desktops, mobile devices). Knowledge of device imaging and deployment using tools like SCCM, PDQ or Intune. Basic understanding of networking including TCP/IP, DNS, DHCP, VPN, Wired and Wireless network troubleshooting.

Experience;

3 years of experience in a service desk or technical support role. Excellent communication skills across phone, email and face-to-face Sound organisational ability and able to prioritise Willingness to gain relevant qualifications and accreditation's

Hybrid Working Policy

Our hybrid working policy offers flexibility, with team members working in the office on Monday, Wednesday, and Friday, and remotely from home on the other two days. At our London office, we offer a workspace designed to enhance both productivity and comfort. Our team can enjoy unique perks such as dog-friendly policies, allowing you to work alongside your four-legged companion, and outdoor spaces for coffee breaks, yoga, or one-on-ones in landscaped environments. For those who cycle to work or enjoy a morning workout, we provide secure bicycle storage and on-site showers for convenience. Our parents' room and wellness room offer private, comfortable spaces tailored to the needs of new parents or anyone seeking a moment of serenity. Start your day with a handcrafted drink from our in-house barista, and wind down the week with Friday beer on tap. With meeting rooms, stocked kitchens, and the support of our experienced on-site staff, we ensure all resources are at your fingertips. Additionally, vibrant common areas and professional events create opportunities for collaboration and networking, making Minster Court an inspiring place to work.

The Package

Working hours will be 40 hours a week during standard business hours (Monday - Friday, between 9am - 6pm UK time) 22 days' annual leave - increasing up to 25 days over the first 3 years of service. Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

Job Type: Full-time

Pay: 27,000.00-33,000.00 per year

Benefits:

Childcare Company events Company pension Cycle to work scheme Discounted or free food Employee discount Referral programme Sick pay Transport links Work from home
Schedule:

Monday to Friday
Application question(s):

Are you able to travel to our office within an hour door to door? Have you worked at a managed services provider before? Do you have a minimum of 2 years working in the industry?
Work Location: In person