Description
This role is to provide first and second line support directly to the client's end users in a professional and friendly manner; the key aim being to provide a fix to the end user issue at initial contact and failing that take ownership of the issue and work with the relevant support channels whilst maintaining regular communications with the end user until resolved.
The successful applicant will be required to respond to complex problems by proactively investigating root cause, whilst if necessary delivering workaround for business continuity and ultimately a permanent resolution.
Essential Skills & Knowledge -
Core capabilities required:
- Exceptional support skills and customer service.
- Work independently, own customer issues and be a self-starter.
- Deskside support or other user support function experience is essential.
- Problem solving expertise in desktop hardware, operating systems and software packages - including all Apple OSX and the Google Application Suite, Windows 7 and MS Office suite; indicated by for example MCP level accreditation.
- Support for iPads, Smartphones, iPhones etc.
- Good working knowledge of a wide variety of ICT hardware eg Windows desktops, notebooks, laptops, Multi-function printers (MFP) Apple MACS and other peripheral devices.
- Good understanding of structured cabling or Wi-Fi connectivity eg Cisco Routers, Switches, Wireless Access Points (WAP) and managed cabling.
- In-depth, hands on problem solving' expertise in corporate platform and application delivery. eg Citrix client, cloud-based Google Applications.
- Certified Diagnostic Engineer status with a primary manufacturer eg Apple, HP etc.
- Experience of IT operations support in a media, broadcast and/or TV production environment advantageous.
Technical expertise:
- Contribute expertise to network issues.
- Work with the on-shore and off-shore infrastructure/service desk teams for problems that
- affect the desktop, server, or network operating systems within SLA.
- Demonstrate overall initiative and an understanding of the client's network and an overview of their business model to ensure efficient and reliable day-to-day operation.
- Other duties as requested by line management as appropriate.