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IT Desktop & Project Support Engineer (HO0296)

Non-Management

IT Desktop & Project Support Engineer

  • Location:
    Head Office Baker Street
  • Business Area:
    Technology (IT)
  • Department:
    Business Technology
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Job Title: IT Desktop & Project Support Engineer

Reporting to:  Service Delivery Manager

Role Purpose: You will be a customer services orientated, talented individual who is passionate about technology and taking ownership of their work.  The role holder will be responsible for 2nd Line Desktop services issues including Apple & Microsoft operating systems Windows 7/10 and Mac 10.x. This also includes Office365.  The role holder will support various projects across the business and assist project management and service to achieve and continuously improve the IT estate.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES:    

Provide a high level of customer service when working in a pressurised environment , following agreed procedures for incidents, service requests and standard changes within agreed service level tolerances,

  • Provide  1st /2nd  line support desk side or remotely. This also includes support for China based operations when required.
  • Provide 2nd line support and engage with 3rd party Macintosh team to resolve tickets raised by clients. This will also involve JAMF (Casper Suite) / JSS admin.
  • Executive/Board level white glove approach ensuring any issues are dealt with urgently and resolved in a timely manner utilizing 3rd party resources if needed.
  • Support out of business hours video conferences by prior agreement.
  • Liaise with 3rd line Engineering teams to ensure resolution of complex IT issues, to ensure delivery of service to the business 
  • Carry out the co-ordination and implementation of various application, OS build and patch deployments and subsequent remediation activity 
  • Proactively market and promote standard desktop products and service
  • Mobile device experience including the support of iPhone/iPad and Android technologies
  • Configure, test, support and maintain a varied range of hardware including desktops, laptops, printers, tablets, Polycom and Voice assets.
  • Configure, test, deploy and troubleshoot a varied range of software applications from standard business applications to more specialist software used in the creative industry.
  • Management of third party suppliers/providers such as hardware and software vendors for incident management, problem management and request fulfilment tasks. This includes Obtaining quotes and raising purchase orders where required.
  • To document all faults and resolutions, accurately and systematically to meet standards and ensure that all user problems are escalated appropriately and users are informed on progress.
  • Identify operational problems and contribute to their resolution.
  • Contribute to the development and on-going maintenance of the knowledge management system.
  • Contribute to the decision making of the team, collaborating with team members to share ideas and expertise and to provide guidance and advice to less experienced colleagues.
  • Contribute to the development of standards, processes and procedures for the Service Management division
  • Support the Polycom infrastructure and hardware. Provide Remote Codec support and support the backend services via admin consoles on RPAD/DMA/RPRM/RMX systems. Also provide in room support with pre testing when necessary.  

TECHNICAL SKILLS AND EXPERIENCE REQUIRED:

  • Experience within the front office environment with proven achievements in delivering desktop services. 
  • Polycom Video Conferencing experience desirable
  • Experience of supporting Apple MAC and Apple based Technologies
  • Experience supporting printers
  • A good networking knowledge (LAN/WAN Technologies) & Patching/Cable management.
  • A proven track record of service delivery in a complex IT environment is essential. 
  • Broad experience of change and service management and the ability to work under your own direction 
  • There is a requirement for flexibility to assist after hours and at weekends with high profile video conferences for senior managers

Desirables:

  • MCP/MCSE qualified is desirable for the role
  • ITIL Service Management Foundation
  • Project type qualification i.e. Prince2.

 


 
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Location
Head Office Baker Street
27 Baker Street, London, United Kingdom, W1U 8AH
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