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    IT Technician/support Officer - Swindon, United Kingdom - Astreya

    Astreya
    Astreya Swindon, United Kingdom

    2 weeks ago

    Default job background
    Description

    Astreya is the leading IT solutions provider to deliver technology-enabled services and fuel digital transformation to some of the most exciting companies on the planet.

    We are at the cusp of a new way of working with our delivery model that helps our clients be positively productive by matching exceptional people to on-site teams delivering world-class IT services.

    Astreya is looking for an experienced IT Technical Support Generalist with experience in inventory management to join our services team.

    You will work to support Astreya's ever-expanding customer base and ensure support results in consistently high-quality user support experiences. Setup and configuration of all MAC OS, PCs
    Knowledge in zero-touch deployment for MACs and PC
    Experience with JAMF self-service management and command-line
    Imaging and reimaging of MAC Laptops to the latest OS Version and Windows
    Backup and Restoration of End User Data
    Provide accurate asset information within the ticketing system to ensure an accurate asset database
    Assist with inventory activities as required weekly and monthly
    Proper Documentation of End User Issues within Service Now
    Create, modify, and maintain MAC processes and policies

    Provide occasional level 1 technology support and deliver the best possible solution resulting in a high quality user experience.

    Ensure assigned requests for support are prioritized and completed in a timely manner.
    Proactively communicate to your supervisor when you encounter errors in documented support procedures.
    Track IT assets and follow the inventory management guidelines Desktops, Laptops, Tablets, and other peripheral equipment
    You enjoy working with smart collaborative individuals and understand that you are in a customer-facing support role.
    You strive to deliver a high quality user support experience.
    You enjoy educating your customers on policies and procedures related to requested support activities if asked.

    You must be proactive in mastering all aspects of service delivery processes, communication, and the quality of your work.

    You will facilitate and promote a team culture which encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the service program.

    Experience providing general IT support within a high-volume technology environment.
    ~ Experience with Microsoft Windows 11, Mac OS X, Linux Fundamentals, Hardware Level troubleshooting, Hardware Installation, Upgrades.
    ~ Knowledge of basic functionality and use of various mobile devices (iOS, Android, etc.)
    ~ Knowledge of hardware (desktop/laptop) deployment methods using image deployment tools.
    ~ Ability to quickly diagnose, organise, and prioritise competing deadlines and properly setting service expectations with clients
    ~ Experience using an industry-standard ITSM platform such as Remedy, ServiceNow, etc.
    Windows 11 Certification (MS 680 &/or 53301)
    Apple Certified Support Professional (ACSP) Certification
    JAMF Certification
    #
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