Service Management Office Lead

As a key contact point for Information Services, the On-site Support Engineer is a trusted expert combining a service-oriented approach with strong technical ability to proactively support our user community and be part of the information services team. The On-site Support Engineer – in close partnership with other Information Services colleagues – performs an important role in supporting the company systems and productivity tools underpinning the company’s technology use and facilities. Prompt and efficient triage of Tier 1 and 2 incidents, incident management and resolution. Troubleshooting computer and network-related issues Logging of all incidents using ServiceNow Respond to customer inquiries via phone, Teams, email, and the client service portal (ServiceNow) Provisioning of computer equipment and peripherals to employees; Tier 1 and 2 tasks and monitoring of operational services End-user software/hardware installation and configuration; User and team training, and guidance on best practices Support global IS initiatives To be responsible for completing specific technical projects as designated by the Service Management Team e.g. projects, deployments, installs, moves, adds and changes Maintain personal qualifications and skill sets and ensure training is completed in line with business and personal needs Adhere to and promote Diversity Equity Inclusion & Belonging (DEIB) in all your work and support and comply with initiatives, policies and procedures on DEIB. Detailed knowledge of Windows 10 and Windows 11 Strong knowledge and hands-on experience of help desk level Active Directory (Users and computers, Group Policy); Strong Office 365 knowledge and experience required (O365 user management and help desk level related tasks) SharePoint and Exchange Online support a plus Strong ability to troubleshoot user-level related network problems (DNS, DHCP, WIFI, VPN, ) OKTA SSO and Box Support a plus Strong knowledge of tools like ServiceNow or similar Ability to acquire support level knowledge of various software applications (MS Office, Teams, Adobe Suite, etc