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APCO Worldwide, a global strategic communication firm, is seeking a professional, determined, client service-oriented IT Support Associate to join its global IT team in the London office.

The IT Associate works to ensure a smooth operational technology environment through proactive engagement with our staff as requirements, issues or problems arise. The IT Support Associate will be a part of an integrated global team providing quality guidance and support to colleagues locally and across the APCO network. The role offers extensive on-the-job learning opportunities and you will be working with the very latest hardware and collaboration technologies.

The most important qualities for success in this role are:

• A genuine interest in technology.


• Determination, adaptability, independence and the ability to “find” work.


• Effective prioritization and organizational skills


• Empathetic communication skills


• Demonstrable ability in troubleshooting complex issues, research, analysis and critical thinking

Primary Responsibilities:

• Help desk support for regional and global users both in-person and remotely, working with the global service desk team and ensuring cases are updated and repeating issues are addressed effectively.


• Perform hands on support, both preventative and remedial for all company technologies, mobile devices, applications, cloud services, conferencing rooms and peripherals or other technologies as required.


• Engage service providers and vendors in logging support or service tickets as required or assigned.


• Participate in projects to improve service provision, performance or to resolve an ongoing requirement.


• Other responsibilities as assigned.

Qualifications:

• BA/BS or Technical degree in Information Technology, MIS or related field is highly desirable


• COMPTIA A+ and/or Network+, Microsoft certification (MTA, MCP, MCITP, MCSE) or JAMF certification highly desirable.

Required Knowledge/Experience:

• 1year of relevant experience, ideally with a professional services firm.


• Supporting PC and Mac hardware, peripherals and networking technologies.


• Hardware and software troubleshooting techniques, tools and utilities


• Office365 or other business productivity suite administration experience


• Experience supporting Zoom and Teams for remote users, and an understanding of conference room AV technology.


• Experience working consistently within a call tracking system (e.g. Freshservice), assigning, updating and closing tickets in a reliable manner


• This role requires occasional lifting up to 50 lbs and may require the candidate to work from other APCO locations for short periods of time