1st/2nd Line Support - London, United Kingdom - Just IT
Description
1st/2nd line Support EngineerUp to £32,000
Kings Cross
5 Days on Site
Are you a 1st/2nd line engineer with at least 18 months of experience looking for your next career step?
A growing architecture firm are looking for someone to join and provide hands-on support for studio members in a fast-paced, digitally diverse, intense, exciting, and friendly environment.
Role ResponsibilitiesDigital Systems Support Helpdesk
- As part of the Digital Systems Support team, the primary focus is to resolve studio members' tickets, managed via the online portal, Freshservice
This includes:
- triaging, diagnosing, and resolving 1st and 2nd line technical issues
- software management and deployment, including specialist design and architecture software onboarding and offboarding of staff, including providing inductions to new starters
- permissions and licensing management
- liaising with 3rd party software and hardware vendors, including managing warranty repairs
- recognising patterns and trends emerging from the tickets to be escalated for prevention
- escalating 3rd line issues to the Digital Systems Support Manager where required for resolution
Digital systems physical environment
- Proactively manage and maintain the following, to ensure systems are in effective working order, simple to use and tidy
- meeting rooms and AV equipment
- printers and plotters
- desk cable management
Digital asset management
- Ensuring record keeping of the studio's digital endusers' assets is accurate and up to date, including:
- cataloguing and updating hardware and software inventories
- documenting Digital Systems processes via the online knowledge base
Digital systems projects
- as part of the Digital Systems team, being part of various projects, including:
- relocation to new studio buildings
Studio communication
- Maintain positive working relationships across the studio including:
- Having face-to-face interaction with studio members as far as possible
- Contributing to studio meeting presentations and intranet posts to share digital systems knowledge
- Working with fellow support team members (e.g. property and workplace team, communications team, digital design team) to collaborate on crossfunctional activities and projects
- Previous experience of digital support, preferably in a design and architecture practice
- Excellent knowledge of PC hardware, Windows 10, MS Office Suite, M365 environment (including MS Teams, SharePoint, OneDrive), Zoom, Adobe CC suite, and other collaboration software
- Knowledge of Active Directory management and networking and security principles
- Administration experience of Microsoft Exchange (2016 and later, Exchange Online)
- Experience with maintaining Audio Visual equipment, multifunction printers, large format plotters
- Experience with IOS and Android mobile device support
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