Senior Desktop Support Technician (onsite)

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships. We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career.

As a Senior Desktop Support Technician, you will be primarily responsible for supporting our global end user client excellence effort, via telephone and other remote troubleshooting tools. Also, the support of London based installations/upgrades of desktop/laptop and mobile computing devices. You will support and help troubleshoot Audio-Visual technologies such as video conferencing and IPTV on a day-to-day basis as well as work closely with hardware vendors and internal technical support groups. Another part of your role will be to handle systems and equipment queries to identify areas of improvements.

Your main responsibilities will include:

• Based in the BBH London office but will be required to provide first level IT technical support to end users locally in London, and to global BBH locations.
• Support of London based FX Trading Desk hardware & Software including Bloomberg & IPC Trading Turrets.
• Provide a global first level helpdesk hotline function ensuring end user client calls are answered, investigated, and resolved in a timely manner.
• Liaise with other Systems support personnel within our global support model to always ensure adequate coverage for the global helpdesk hotline.
• Assist with the implementation of Systems Projects/Upgrades as required.
• Develop and document technology operational procedures and equipment.
• Proactive building and reporting of service KPIs.
• Act as liaison between global systems technical staff and end-users during troubleshooting, escalating as needed.
• Provide Technical setup & support for client events & functions ensuring all AV is functioning as required.
• Focus on client satisfaction by meeting service level agreements.
• Participate in local and global technical projects, upgrades and software rollouts as required.
• The role may involve liaising with hardware vendors for break-fix solutions.

Qualifications:

• 2-3 Years IT client support experience within a business environment.
• Strong familiarity with remote user support and resolution of support tickets.
• Prioritization of end user client support over day-to-day tasks.
• Strong familiarity with Windows desktop technologies/architectures and their maintenance and configuration.
• Ability to install hardware components such as RAM, hard drives, cables, and processors is preferable.
• Experience troubleshooting and resolving hardware problems and conflicts.
• Proficiency with Windows 10/11, MS Office 365 and other standard office automation products.
• Experience with Poly and Cisco video conferencing technology and other industry standard collaborations tools such as Zoom and MS Teams.
• Strong verbal communication skills: ability to work well in a team environment, organize multiple deliverables, and respond to changing priorities.
• Strong analytical and organizational skills.
• Flexibility to adapt and a passion to learn new technologies.
• Any of the following certificates would be an asset: ITIL, Microsoft, CompTIA.

We value diverse experiences and transferrable skillsets. If your career hasn’t followed a traditional path, includes alternative experiences, or doesn’t meet every qualification or skill listed in the job description, please do go ahead and apply.