Job Title: Desktop Support Technician
Location: London
Salary: Competitive
Job type: Full Time – Permanent.
Colebrook Bosson Saunders Ltd, a wholly owned subsidiary of Herman Miller, are international designers, manufacturers, and distributors of award-winning ergonomic products. We strive for new ways to enhance user experience through the seamless connection of people and technology.
The Role/Candidate:
We are looking for a dynamic individual who is excited about working in London across two fast-paced business areas where technology continues to evolve to support the needs of the sales teams and customers who visit the spaces, and the office-based business partners.
The role will be deskside support for IT issues at our London based Headquarters for Colebrook Bosson Saunders, Union St (CBS) and our Herman Miller Showroom at 61 Aldwych (NDC).
You will provide 2nd level onsite support for the two London sites and help share remote incident support for any user across our EMEA sites, working closely with the Wiltshire based IT team at Portal Mill.
Primarily based at Union St but also supporting the Kingsway site on an ad hoc basis. If necessary time spent at either location should be flexible enough to change to suit demand at short notice.
Duties
Account Management:
Specific duties to include (but not limited to):
- Being on site and accessible to business partners for ticket escalations and deskside support within our London CBS and NDC facilities.Actively check ticketing system and respond to incidentsrequests within defined SLA.
- Depending on demand, take incidents raised by business partners from either location regardless of where they are currently located, allowing for team flexibility.
- To work closely with the IT Training role in Wiltshire and be able to deliver their own training sessions to London based employees. Be comfortable presenting to large groups.
- Responding to compromised accounts, Syteline Business System user accounts, and escalate to the developers or the DBA team if necessary.
- Provide local support to some of CBS’s custom in house applications.
- Provision of new and replacement computer hardware to Business Partners on an ad-hoc basis or forming part of an annual desktop refresh programme
- Imaging and configuration of that hardware to meet the specific roles and responsibilities the business partner has accordingly, to our global endpoint standards.
- Be a collaborator to the business, forward thinking, putting yourself in the business partners position and making the right decision always.
- Occasionally travel to Wiltshire for IT team training events and meetings.
Education & Experience
Essential:
- Experience of Helpdesk / Service Desk / Desktop Support practices
- Experience of Windows 10 setup, provisioning and configuration
- Experience of Active directory ADUC, LAPS, GPO
- Experience of Microsoft Skype for Business and/or Microsoft Teams
- Experience of Office 365 / Amazon AWS / Cloud Apps (Salesforce.com)
- Experience of Infor Syteline ERP
- Experience of MFA (DUO, RSA, OneLogin Protect)
- Experience of MDM (MaaS 360, MS inTune, HexNode)
- Experience of Desktop hardware maintenance (Lansweeper, TeamViewer remote)
Competencies:
Essential:
- Must be customer facing, ready to be proactive, friendly and approachable
- Has an aptitude for explaining technical issues to non-technical people. Ability to use standard Microsoft Office packages to competent level.
- Communicate clearly to system users
- Have empathy in situations, and able to deal with difficult issues calmly
- Technical troubleshooting of both hardware and software issues on endpoints.
Optional:
- Communicate issues up the business to Leadership level succinctly, clearly
- Communicate and collaborate with other IT members in the UK and Internationally as part of our larger family.
Characteristics:
Essential:
- Good communicator
- Very strong customer service skills with a can-do attitude
- Ability to work as part of a team.
- Ability to establish priorities and handle multiple tasks
- Ability to set own target dates, and commitment to meet them
- Able and motivated to develop methods for working more effectively
Preferred:
- Logical and methodical approach
- Able to communicate issues with procedures with users and team leaders
You must be eligible to live and work in the UK.
Please click on the APPLY button to send your CV and Cover Letter for this role.
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