This is a fantastic opportunity to join a large established organisation working in a fast-paced IT department at prestigious offices in Southampton. You will have strong experience in a 1st/2nd Line support role with solid Windows OS experience (specifically Office 365) and remote connectivity.
Your experience will primarily cover hardware and software support but more importantly, you should have a track record of providing an excellent customer experience both in person and by phone.
This role would be ideal for someone who already has or is willing to have a broad range of skills and experience and is looking towards continued career growth.
Duties and Responsibilities:
Provide support to 250+ users across Europe
Installation, maintenance and upgrade of computer hardware, software and peripherals
Identify, troubleshoot and resolve hardware, software and telephony issues
Assist in setup of new employees and associated equipment
Provide remote assistance to users across Europe and when required in the US
Keeping ServiceNow change requests, incidents and interactions assigned and up to date
Provide support to team members from various time zones and work sites, as necessary, using after hours on call rotation
Independently work with vendor support contacts to resolve technical problems with desktop computing equipment and software and develop mitigation techniques to apply resolutions when found
Continuously evaluate technology to recommend and implement technology upgrades inclusive of hardware and operating system
Support Apple (MAC) and MS Windows OS, hardware and software applications specific to enterprise applications
Support office moves. Ensure user equipment is moved to new stations and restored to equivalent condition
Perform other job-related functions as assigned.
Minimum of 2 years Desktop experience in a complex IT support environment
Ability to manage time effectively
Should be detail orientated
Should have high energy
Have a methodical approach to problem solving
Strong desire and ability to learn new concepts
Ability to handle multiple tasks and work as a team player
Ability to be “diplomatic” and to communicate across all levels
Strong customer service with a ‘can do’ approach
Knowledge and Skills:
Technical knowledge of mobile, desktop and laptop hardware and software including Windows (all
versions), MAC OS and common enterprise applications including MS Office.
Technical knowledge of PC internal components.
Basic knowledge of Enterprise LAN/WAN technologies.
Good knowledge troubleshooting desktop and laptop system hardware errors.
Ability to read and understand procedural documentation.
Excellent written and oral communication skills to work with users at all levels in the organisation.
Strong customer-service orientation.
Ability to work well in a team environment as well as working independently.
Good organizational skills to prioritize workload.
Ability to provide support after hours for emergency situations, on-call work rotation with team when necessary.
Key Technical Skills:
MS Office Suite
MAC OSX (desirable)
Hardware & Software
Basic knowledge of Enterprise LAN/WAN technologies
Office 365 or Exchange
Experience working in an IT support department or other technically-focused service environment.
37.5 hours a week
No shift work
9:00 - 5:30
25 days Annual Leave
£2000 credit towards cruise trips for you and your family
Discount rates regularly for cruises