About us
We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries. Over the last 33 years, we have delivered millions of pounds in cost savings to our clients. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents. Our clients and our talented people have always guided our basic strategy and direction; so much so that we named the company after our most basic principles. We are, and always will be, allied to our client's needs and objectives. Our team is at the heart of our business, and we are proud of each one of them. They are exceptional, and we are looking for more exceptional people to join us.
Key responsibilities:
Provide 2nd Line on-site desktop and application support services to end users
Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
Repair hardware and peripheral faults in conjunction with warranty providers
Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs
Operate cohesively with the service desk team to maintain service levels
All work undertaken must be logged via a Service Desk Reporting Tool, and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken.
Escalate all critical and high-priority incidents to line and senior management
Report recurring incidents to problem analyst teams and line management
Proactively contribute to service improvement initiatives
Provide technical expertise and assistance on project assignments
Behavioural skills required:
Must have very good customer-facing skills and be well-presented
Must have an assertive, confident, positive, and professional manner
Ability to engage and communicate effectively with colleagues and customers alike
Demonstrates independent and proactive thinking
Highly organised with the ability to adapt to different working environments seamlessly
Builds effective relationships both within the team and across the business scope
Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices
Must be able to work alone and unsupervised, taking the initiative when necessary
Has an understanding and respect for service delivery processes.
Technical skills required:
Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management tool
Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10
Excellent support experience with mobile devices, e.g. tablets and smartphones running iOS and Android OS
Working knowledge of current and legacy hardware platforms
Strong background in supporting the latest Microsoft Office suite on Windows and Mac platforms with recent support.
Good Knowledge of TCP/IP and Network configuration at a Desktop OS level
Enterprise-level support of Active Directory and Exchange for troubleshooting, configuration, and administration activities
Previous experience in the creation of technical support documentation
Enterprise support of Microsoft Office 365, desktop, and Admin
Knowledge of Service Management processes, e.g. ITIL
Previous experience working in a managed service environment, working to a defined scope and with strict SLAs
Exposure to Infrastructure technologies – Server, Networks, etc
Working knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP or MCSE qualified) and related Office applications.
Basic knowledge of LAN/WAN, TCP/IP Protocol, Citrix, routers, and switches
Basic experience in Support/administration of Windows servers
Basic experience with Windows Server and associated architecture/services (Active Directory, Group Policy, server roles, DHCP, DNS, IIS)
Installation, configuration and troubleshooting of hardware and software.
Experience & Qualifications:
Minimum 3-5 years' experience in 1st and 2nd level Support, at least 3+ years at level 2