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IT Support Engineer Full Time

at Alcority London in London (Published at 12-10-2023)




About the Role:



The IT Support Engineer will play an essential role in our IT Support team by providing end-user support (Tier 1) through more advanced administrative support (Levels 2-3). They will report to the IT Support Operations Manager and work with staff at Alcority & its group companies to ensure all IT issues are solved in a timely and efficient manner. The incumbent ensures our devices and technology are installed, configured, and maintained properly so our staff can be productive. The support environment involves regular office attendance in London, and occasional travel to the Oxford area, with out of hours on-call (rotation based) and includes remote support for our international group offices.



This role will suit someone with a passion for customer service with a strong technical and methodical approach to any given task. The candidate will exhibit intellectual curiosity in their interest in IT with an aptitude for applying computing concepts and skills to solve real problems.



Responsibilities:




  • Provide 1st, 2nd, and 3rd level end-user support for Microsoft 365 environment, office devices, and technology including Laptops, printers, multifunctional devices, smartphones with a focus on customer support. Candidate must truly enjoy helping others and solving problems to succeed in this role.



  • Serve as experienced participant in transition from an on-premises / hybrid 365 environment to an automated 365 Cloud environment.



  • Physical setup of workstations, laptops, and smartphones.



  • Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.



  • Escalate issues (ERP, HRIS, Procurement, etc.) to the appropriate parties inside or outside the company and track resolution.



  • Install, configure, and provision end-user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.



  • Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.



  • Manage end-user software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established 3rd party suppliers.



  • Work closely with the IT Support Operations Manager to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.



  • Serve as an experienced resource to lead by example for junior IT Support Analysts.



  • Set-up and provide user support for our video conferencing rooms and systems.



  • Train employees on use of devices and new/upgraded core enterprise software.



  • Occasional after-hours work for critical infrastructure updates and changes.



  • Proactively communicate all changes, updates, and outages to staff.



  • Frequent in-person office attendance in the London area, with occasional travel to the Oxford area.




Requirements:



General




  • 7-10 years of experience in a similar position providing endpoint and infrastructure support.



  • Excellent team player with the ability to positively encourage and influence others.



  • Ability to multi-task with strong attention to detail.



  • Enjoy working in a fast-paced, agile environment, and resolve unplanned incidents quickly.



  • Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms.



  • Ability to maintain a professional service level when dealing with fast-paced end users and VIPs.



  • Desire to learn and become familiar with new areas of technology.



  • Understanding of ITIL processes preferred



  • Knowledge of the Software Development Lifecycle (SDLC)




Technical




  • IT troubleshooting skills: ability to critically think and solve problems independently until escalation may be required.



  • Experience with Active Directory, machine access changes, and various authorization controls.



  • Direct Microsoft 365 experience is required, including direct knowledge of Azure AD.



  • Enterprise Architecture: troubleshooting user mailboxes, public folders, creating/updating distribution groups and security groups.



  • Experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.)



  • Ability to isolate problems with end user devices and infrastructure.



  • Mobile Device Management – enrolling users on corporate mobile devices and BYOD profiles. Direct experience with iPhones is a plus.



  • Creating, using, and updating Powershell scripts to automate daily tasks.



  • Networking fundamentals – basic troubleshooting of connectivity on workstations and servers.



  • Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.)



  • Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook)



  • Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.).



  • Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.).





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