IT Support Technician

Job Title: ISM Technician

Job Location: London

Job Type: Onsite

Salary Range: 30,000-35,000 per annum

Purpose

Responsible for the successful delivery of all BAU Technology and Voice tasks.

Instrumental role for the successful delivery of IT relocation projects, undertaking the full audit and preliminary works promptly and to the highest standards.

Key Responsibilities

Hardware Inventory Management ensuring stock levels are constantly monitored.

Hardware request and receipt through our internal ordering system.

Actively monitoring the ticket queue and managing requests through to completion.

Housekeeping on IT rooms.

Supporting events like annual Power down – post desk checkouts (PC/monitors/Mouse + Keyboard/desk phone/headset/webcam).

Supports hardware decommissioning events.

Supports Business moves / changes – ensure involvement in early stages of planning.

Managing escalations through to conclusion.

Manage client expectations.

Setup and installation of Temporary training rooms / Office wide events - Expo's.

Comms room patching.

Supports work from home hardware requests.

Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to.

Manage own workload to ensure that assigned activities are completed within targets defined within SLA’s/OLA’s.

Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service.

Work across lines of service to ensure a coordinated approach to providing support for the customer.

Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results.

Perform basic troubleshooting, system upgrades and replacements for employees.

Deploy equipment for new hires and refreshes and collect equipment from offboarded employees.

Evaluate user requests and requirements and recommend effective technological solutions.

Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals.

Will be required to work outside business hours and participate in additional weekend work.

Image/re-image computers, configure IP phones and mobile phones.

Key Atributes

• Proven ability to work independently with little supervision as well as in a team environment.
• Excellent communication, interpersonal and customer care skills.
• Ability to work well under pressure and to tight timescales.
• Strong organizational and problem-solving skills.
• Knowledge of Windows operating system, applications, and computer hardware.
• Interacting with other support groups across multiple platforms.
• Experience using a help desk call management system.
• Technical grasp of strategic platforms such as Microsoft, Networks and Security, WAN, LAN.
• Industry standard certifications a plus (MCSA, A+, Network+, CCENT, CCT).
• Shell scripting experience a plus (Windows PowerShell, Perl, Windows cmd line).
• Experience in the financial industry.
• An understanding of ITIL Service Support and Delivery disciplines and methodologies.
• Focus on customer service.