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applicants
IT Technical Support
at Markerstudy London in London (Published at 04-10-2023)
Overview:
To support the Vision Vehicle business. M-Powered is looking for technical support role to help facilitate smooth running of the IT operation The individual will be a service orientated team player with Azure Admin and Security related experience. A strong understanding of IT Service provision and end user Support with additional responsibilities of CRM development (Proclaim) and MI Production.
Responsibilities:
- Manage support tickets and call queue, providing Monthly KPI reporting.
- Experience utilising ITSM support tools i.e. ServiceNow or equivalent
- Engage with internal users to resolve support issues and ensure appropriate service levels are met.
- Liaise with developers, DevOps and business staff to identify problems and apply fixes in a controlled manner.
- Azure AD administration activities including Joiners/movers/leavers.
- Work closely with the Vision and Mpowered teams to identify opportunities for self-serve system administration.
- Following agreed procedures in handling and communicating system outages, investigating issues and other requests for support. Determine appropriate actions to take to include root cause analysis and resolution.
- Liaise with 3rd party service providers and sourcing partners to ensure changes released and incidents impacting service are resolved in line with process and resolution targets.
- Provide input to and manage projects as required alongside business as usual tasks.
- Using application management software and tools to collect agreed performance statistics.
- Ensuring all work is carried out and documented in accordance with required standards, methods and procedures.
- Assist with delivery of operational security activities.
- Microsoft 365, including Azure AD, Exchange Online, OneDrive, SharePoint, Teams and Intune
- Other cloud services including G Suite.
- Assist with delivery of operational security activities.
- Further develop internal CRM alongside development team and assist with day today support tickets.
- Produce, timely MI reports and refine where necessary to support the ongoing needs of the business.
Qualifications:
The following list of skills exemplifies the type of technologies required for the role. As some of these are new and emerging, specific experience is not necessary, but applicants should demonstrate a strong general grasp of IOT technologies and a desire to quickly acquire new technical skills.
Essential skills
- Good interpersonal skills and strong customer focus.
- Excellent verbal and written communication skills.
- Proven ability to implement and manage processes.
- Excellent documentation skills.
- Logical and methodical approach with good attention to detail.
- Able to work effectively on many different tasks at the same time.
- Adhere to Data Protection Regulations.
- ServiceNow support or equivalent.
- ITIL Awareness.
- Knowledge of Proclaim system.
- A high level of excel and formulas.
Desirable skills
- Azure Active Directory
- Azure Microsoft exchange
- Microsoft office 365 suite
- Remote desktop tools
- Technical knowledge of security systems
- Knowledge of security architecture and principles
- An understanding of compliance standards (GDPR, PCI DSS, ISO27001, Cyber Essentials, etc.)
What are we doing to help us build a thriving, inclusive community?
Our ambition is to build a more diverse, equal and inclusive workplace for everyone and we have a mission statement in place to reinforce our commitment. However, that’s the easy part!
Our key challenges are…
- How we continue to nurture positive behaviours in our own culture to foster healthy, happy and collaborative colleagues where performance is recognised and differences celebrated.
- How we strive to build our own internal community to better reflect the diverse communities we serve.
To help us achieve this, we have recently established an employee network called
#WeAreMarkerstudy - a body of proactive colleagues with diverse interests and experiences, who have volunteered themselves to be part of a driving force for positive change.
Change won’t happen overnight or without the support of our colleagues, but we are now in a good position to make realistic and manageable plans in order to see them flourish in the future.
