Smart Hands Technician - London

This position works onsite in the City of London, in the offices of a major financial institution.

Smart Hands Technician Responsibilities:

• Professional support of end-users, including VIP users.
• Support meeting room technology, telephony and audio visual equipment.
• Install network equipment and patch infrastructure in tele-data closets and patch in network drops using copper and fiber patch cords.
• Install software on physical devices, following defined procedures.
• Escorting and assisting visitors / third parties onsite.
• Handle trouble tickets, using the defined tracking and trouble management system.
• Provides prompt response to trouble and change tickets using the defined tracking and trouble management system.
• Rack and stack, or install equipment including: meeting room technology, network switches and routers, servers, storage and data management devices, power distribution devices, patch cable network connections to equipment including copper and fiber, any other equipment necessary for operations.
• Power cycling of equipment.
• Handling storage & backup tapes.
• Receive, asset tag, store and deploy equipment and tools for data center operations as necessary.
• Escalation and emergency response to circuit and customer equipment troubles on a 24/7 on-call rotation basis.
• Perform asset installations in a production environment.
• Perform daily walk-through of defined spaces to check for alarms and issues in equipment.
• Document discovered issues through the defined process and communicate with customer and device owners to drive resolution.
• Follow internal processes when receiving equipment for our customer.
• Tasks involve capturing images of packages, creation of itemized inventory, documenting information in ticketing system then physically placing received hardware into secured storage.
• Compliance with security policy and contribute to audit activities following a defined process.
• Provide timely and accurate asset and ticket updates in the tools, databases, and folders as necessary and directed by Supervisor.
• May assist in overseeing subcontractors and vendors, ensuring that all work is performed according to established practices and procedures.
• Maintenance of documentation in accordance with defined process.

Requirements:

• Ability to read, write, speak and understand English.
• Strong working knowledge of cable management.
• Ability to interpret multi-device information spreadsheets and vendor installation specification documents.
• Strong problem-solving and decision-making capabilities.
• Self-motivated and able to work with minimal supervision.
• Excellent written and verbal communication.
• Proven ability to maintain and build a strong customer-focused service environment.
• Ability to create and maintain clear and detail-oriented documentation of processes and procedures.
• Proficient in Visio, Microsoft Office, ServiceNow, SharePoint and Internet Technologies.
• Proven knowledge of ITIL process including change management, service requests, problem management and incident management processes.

Related Work Experience:

• Prior Onsite end-user IT support.
• Experience troubleshooting, hardware maintenance, and Smart Hands support of IT equipment.
• Structured cabling experience.
• Deployment and testing of all networking, storage, and server hardware.
• Support of telephony, meeting room and audio visual equipment.

Desirable:

• Associate's degree (A.A.) or equivalent from two-year College or technical school or equivalent combination of education and experience and A+ Certification or CDCP.

What’s In It For You:

At Accenture, in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice. Flexibility and mobility are required as there may be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for.

Equal Employment Opportunity Statement:

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.