Onsite Windows/Mac OS Engineer

Onsite Engineer (Client Site) P+W

Leading from the front, ensuring tickets are managed, escalated, or resolved in line with SLA.

Our client is a well-established architectural & creative practice, with over 150 staff members based in the London office.

You will be providing helpdesk support to the London office of a global company, and so will be seen as part of an international IT team, requiring you to work with colleagues at various levels in offices across Europe and the United States.

Reporting into the Associate Director- Services Delivery, & Clients Service Desk Manager.

Responsibilities:

Delivering exceptional customer service & working to a high standard of expectations

Complete tickets, service requests, & cases where appropriate

Logging and maintaining chronological detail throughout a service ticket lifecycle.

Effective management of all tickets through the lifecycle (cradle to grave)

Coordinating the Service Desk function to deliver high class service.

Point of Escalation for end users and key stakeholders, in the form of MS Teams, Email, Support Portal & Telephone, etc.

Proactively ensuring KPIs/SLAs are achieved or exceeded and taking corrective action accordingly.

Attention to detail with high standards of accuracy and review.

Develop effective working relationships to ensure a consistent, high-quality service is delivered.

Delivering a high level of customer service

Monitor queues to ensure tickets are assigned to appropriate resources acting as a triage contact for all inbound tickets, incidents, cases, problems, or changes.

Assist the office in negotiating IT related contracts.

Liaising and working directly with HR & Facilities.

Liaise with suppliers, service engineers etc.

for site visits.

Manage assets and lease returns.

Technical Knowledge:

Windows 10 desktop support

Mac OS desktop support SCCM (deploy, not build)

JAMF Experience

Windows RDS and Direct Access

Understanding AV technologies and IT systems on a technical level

Skills and Knowledge:

We are an established MSP; this role will require broad understand of different technologies while being passionate about delivering exceptional service.

Proven track record of Incident and SR Management within an MSP or large internal IT department

Delivery of exceptional client experience and customer service

Excellent communication, interpersonal and influencing skills.

Experience of creating and producing management information and reports for different audiences.

Extensive experience of managing and maintaining SLA’s and KPI’s.

Experience of working with Jira would be useful.

Excellent organisational skills with the ability to multi-task

Ability to manage own time effectively and to be prompt and punctual.

Experience of working effectively within a team and collaborating with others to achieve a goal.

Knowledge and understanding of best practice frameworks (such as ITIL,) for the delivery of IT services.

Ability to communicate processes and procedures verbally clearly and accurately and in writing.

Job Posting Reference ID: NGN-ONECS-001

Salary: £27,500 - £35,000

Start date: ASAP

Contract type: Permanent

Hours: 40.00 per week

Shift times: 08:00am-17:00pm / 09:00am-18:00pm