1st/2nd Line Support - London, United Kingdom - Just IT

Just IT

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

1st/2nd line Support Engineer
Up 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 Responsibilities
Digital 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

- laptops and other digital devices and hardware
- 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

- keeping the Freshservice ticketing portal up to date with ticket progress and resolution
- 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

- implementing self-service user tools such as software deployment automation
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

Technical Requirements

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