Description
I am, currently recruiting for a Desktop Support Technician to work initially remotely. The contract will last, at least, 6 months (+ likely extension). My client is based in Leeds, after the COVID-19 the candidate will be working on site.
This position is for an experienced technician on the Desktop Support team responsible for partnering with both Client IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to the Client's operating environment.
Responsibilities for the Desktop Support Technician position may include but are not limited to:
- Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and Client L3 application teams.
- Responsible for technical troubleshooting, data gathering, and GAP analysis for issues impacting end users globally.
- Ensures consistent processes, procedures, and technologies are utilized across the Client enterprise environment.
- Understand and follow directions provided by the Application and System Services team leads and managers.
- Document recurring issues in the Client Knowledge Base
- Document in detail case status and tasks/work completed with end-users in the Client ITSM system
- Follow the Client critical incident process
Required Qualifications for the Desktop Support Technician position:
- Bachelor's degree in IT or Computer Science preferred
- Technologies - Candidate must have 5 years of combined experience and be proficient in supporting the following technologies:
- Mobile Device Management and Mobile Web Apps, iOS, etc.
- Active Directory Administration and Infrastructure Design
- Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
- Microsoft Office Suite ) advanced troubleshooting.
- Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
- General knowledge/troubleshooting for Macs
- General knowledge/troubleshooting for Networking
- General knowledge of Microsoft Intune
- Printers
- Skype Video Conferencing system support
- Office 365
- Understand and troubleshoot Azure MFA
- Desktop imaging
- Strong customer service skills
- Experience in desktop and notebook hardware, operating systems, and desktop software. Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end-user documentation. Strong data analysis skills
- Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, developmental models of complex problems, and identify & recommend approaches to solving them. Demonstrated ability to develop and communicate a compelling business case for use of IT through a strong understanding of Client business drivers and opportunities. Demonstrated ability to see the bigger picture, denotes how processes/tools will impact other processes/tools. Ability to communicate with transparency the impact and risks with mitigation. Ability to think not necessarily outside of the box, but to think creatively within defined constraints.
- Teamwork/Interpersonal Skills - Ability to lead through influence, influence/partner with geographically dispersed colleagues; build alignment using appropriate methods. Demonstrates an inclusive, collaborative style to ensure results are obtained and supported. Strong facilitation skills and ability to work with various support functions and regional offices. Strong collaboration across multiple management levels and organizations. Liaisons with cross-functional teams leading lean sigma process improvement initiatives. Technical mentor and training coordinator for global L1 and L2 support organizations.
- Business Knowledge - Experience in one or more IT delivery teams. Aware of operating environments and cultures outside the US. Understands how business strategies, plans, and regional IT needs vary among Client and the impact this may have on service delivery globally, regionally, locally. Demonstrated working experience of consultancy to provide business solutions - requirements, alternatives, design, construction, architecture, implementation.
Preferred Qualifications for the Desktop Support Technician position:
- Microsoft Certified Professional
- Microsoft Certified Solutions Expert (Messaging; SharePoint)
- Microsoft Certified Technology Specialist
I am shortlisting immediately, starting ASAP, phone interview this week!
This role is suitable for a Desktop Support Technician who is looking to work in a professional team within a successful multinational company.
If you are interested in this position, please submit your CV for consideration now!