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Senior IT Support TechnicianLondon, United Kingdom

Posted 12 August 2019

This is an excellent opportunity for a Senior IT Support Technician to join our global business. The role will be joining our IT Operations team. Working for a small friendly international company that specialise in providing information and data for the mining, metals and fertilizer industries.

Working alongside the IT Operations Support Team, the successful candidate will have a broad range of technical skills including Windows 10, Windows 7, Office 365, Skype for Business, Remote Access, MDM, Service Desk, Email Archival, Windows Servers, as well as an understanding of network technologies. You should enjoy working with people in a global environment, be customer centric, focused and be highly organised with excellent IT skills and knowledge.

Ideally Candidates will have relevant Technology/ICT qualifications and accreditations.

Please note this role will be on a rotating shift pattern to cover hours from 8.00am to 6:00pm.

Key Responsibilities & Accountabilities

  • Answering helpdesk line and logging calls in the service desk system and managing escalations
  • Taking ownership of problems, following up and communicating progress in a timely manner
    Troubleshooting desktop, laptop, printer, hardware, software and other peripheral device issues
  • Fully documenting all steps and communication for each issue and creating knowledgebase solutions in service desk
  • Assisting with new equipment deployment and maintain equipment inventory
  • Installing and supporting business applications
  • Troubleshooting network issues and escalating accordingly where necessary
  • Maintaining a high degree of customer service for all support queries and adhere to all service management principles
  • Training users on systems in place at CRU when required

 Knowledge & Experience 

  • Experience of working within a busy IT Helpdesk environment
  • Excellent Knowledge/exposure to the following applications and technologies:
  • Office 365 including skype for business
  • Familiar with Antivirus/Internet Security software
  • Mobile Device Management
  • Exposure to Service Desk solutions
  • Enterprise Active Directory topologies and Windows Servers Support
  • Microsoft Exchange administration
  • Security awareness including threat management
  • Video Conferencing and Collaboration technologies

Skills & Competencies

  • An ability to assess each customer/employee's IT knowledge levels
  • Ability to deal with difficult callers
  • Logical thinker with good analytical and problem-solving skills
  • Up-to-date technical knowledge and a passion for Technology
  • An in depth understanding of the software and equipment your customers/employees are using
  • Highly organised with great attention to detail
  • First class communication skills, both written and verbal
  • Excellent customer service skills and the ability to build relationships at all levels
  • A team, business unit and company player

Technical & Other Skills 

Knowledge/Familiarity of the following applications:

  • Manage Engine Service Desk
  • VMWare Workspace/Boxer
  • Malware Bytes
  • Commvault
  • ESET Antivirus/Security Suite, Safetica DLP and Drive Encryption
  • Avaya Phone System
  • Duo Identity Management
  • Dashlane
  • Websense
  • Whatsup Gold
  • Malware Bytes
  • Skype for Business
  • Mimecast
  • Jive
  • Smart Deploy Imaging
  • Microsoft Azure
  • Windows Server
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