Deploy and maintain the end user computing environment for our employees based in Europe (mainly in London, UK and Basel, Switzerland). Build new hire PCs, mobile devices, and resolve cloud‑based issues. Mentor junior technicians, contractors, and temporary workers. For highly complex issues that require other teams to resolve, coordinate with those teams to resolve and close tickets. May also include supporting the Audio Visual (AV) and associated IT services for the Company such as ensuring that all AV requirements requested by internal customers are met and providing AV/IT technical assistance to the customer as required. This role is onsite with a requirement to be in our London office 3 days a week.
Responsibilities
- Act as the primary IT contact for all UK based employees supporting all requests from inception to resolution or coordination with another team
- Supporting other locations if needed
- Work advanced level support tickets
- Mentor junior technicians, contractors, and temporary workers
- Complete highly complex and/or technical projects
- Install and configure computer hardware, software, systems, phones, mobile devices, and printers
- Work with vendors and business partners to set up and troubleshoot lab equipment
- Test new technology and provide feedback and recommendations
- Set up new hire systems and equipment
- Support business applications
- Provision new mobile devices from the corporate account
- Monitor and maintain cloud applications including Office 365
- Respond in a timely manner to service issues and requests
- Provide technical support across the company (in person or over the phone)
- Notate all work in ServiceNow ticketing system
- Repair and replace equipment as necessary
- Assist with ergonomic requests
- Assist in setting up equipment for special events as needed
- Maintain and document inventory of software, supplies, and equipment
- Maintain and validate all AV cabling (standardize and label each connection) and associated IT equipment
- Interact with outside vendors to obtain warranty repairs and technical support
- Support conference room setup, audio/video conferencing, and other audio/visual and associated IT related tasks as necessary
- Perform scheduled maintenance of all audio‑visual equipment including software and firmware updates, including built‑in personal computer devices
- Conduct consistent, frequent inspection of all conference rooms to ensure they are in good working order for daily scheduled meetings
Qualifications
- L3 qualification or equivalent and 6+ years of related experience as an IT support specialist
- or BS/BA in Computer Science or technical field and 4+ years of related experience as an IT support specialist
- Complete understanding of Microsoft Windows 7 and 10 operating system
- Advanced knowledge and support of cloud applications including Office 365
- Ability to lift and carry heavy equipment
- Ability to maintain a professional attitude under high‑demand situations
- Works with technical teams and uses accumulated high‑level technical knowledge and judgment to solve problems encountered in a fast‑paced environment
- Expert with iPhone and iPad setup and support
- Has developed specialized skills through job‑related training and considerable on‑the‑job experience
- Applies in‑depth skills and understanding in multiple processes and procedures to carry out assignments or has developed these skills in a single area
- Demonstrated problem‑solving skills
- Exceptional oral and written communication skills
- Strong interpersonal skills with the ability to work with various team members and maintain a positive attitude
