Desktop Support Specialist - L2

Global Relay ,
London, Greater London
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Job Description

This position provides enhanced technical and end-user support for desktop computers, client-server based desktop applications and related corporate wireless devices to office staff. Responsibilities will include but are not limited to: timely troubleshooting and resolution of any hardware problems on desktop workstations, wireless devices including laptops, tablets, cell phones, printers, plotters, and projectors as well as application software, and operating systems. The on-going support and maintenance of computers and applicable equipment over its complete life cycle for company hardware, software, and periphery components. Troubleshooting and maintenance of internal corporate support systems and the on-going development and maintenance of desktop-related support systems such as automated desktop provisioning. The ability to provide enhanced support to non-windows based desktop operating systems such as Ubuntu is a significant asset. Knowledge and enhanced experience working with ticketing and desktop management applications and systems is required. These responsibilities require both independent and team-based investigation, good judgment and initiative, good communication and problem-solving skills as well as the ability to work in a team or with minimal supervision. Your Job: + Timely and high quality delivery of corporate services and assets such as the provisioning and setup of employee hardware (desktop, laptop, mobile device, workstation, and workspace), Microsoft Office, Microsoft Exchange, Microsoft Active Directory and overall management of corporate assets + Assist with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software for both local and remote users + Investigation, diagnoses, troubleshooting, administration and final resolution of all assigned work relating to supported: operating systems, desktop applications, hardware, and peripherals including but not limited to Windows (7, 8, 10), Microsoft Office Suite, Anti-Virus, Adobe, Sales Force, AirWatch, Boxer, iOS, Ubuntu, VirtualBox, Corporate Mobile Devices, Tablets + Resolution of desktop workstation network related issues + Create and maintain a well-organized inventory list and storage area of all equipment and parts + Perform any necessary upgrades on systems to ensure their longevity + Assist in maintaining internal systems including IP telephone system and telephone peripherals + Tickets and ticketing system including: creation, administration, action, and closure of assigned work requests + Evolution and support of the desktop deployment automation tool suite + Active Directory support as needed in support of resolution of end-user desktop or operating system related issues; + Updating and enhancing internal procedures and ensuring that all documentation, runbooks, knowledge base articles, project plans, business cases, and Method of Procedures (MoPs) are up to date + Contribute to team strategy discussions About You: + A post-secondary degree or diploma in Technology Management with experience supporting desktop computing needs within a networked environment, or equivalent combination of education, training and experience. + 3-5 years' experience building, troubleshooting, and repairing desktops and laptops in an enterprise environment + Enhanced knowledge of, and experience with: Microsoft Windows, Apple, and Linux (Ubuntu/Landscape) hardware and operating systems + Demonstrated knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment + Enhanced knowledge and working experience with end-user applications including: AntiVirus, Microsoft Exchange, Microsoft Office Suite and related applications such as Outlook, Visio and Project, SalesForce + Working knowledge of VMware virtualization, both client and server + Enhanced experience with scripting (PowerShell) and desktop automation (MDT) + Enhanced knowledge and experience with Desktop Support Management tools such as GPO, SCCM, and/or SCOM + Full understanding of local area networking and the setup and configuration of end user devices, such as desktops, printers, wireless access points and other wireless devices + Demonstrated ability to learn quickly and work both collaboratively in a team environment as well as independently in an effective and organized manner, within a complex and challenging environment + Ability to prioritize assigned workload and respond quickly to critical issues + Comfortable working under pressure in a fast-paced setting + Excellent interpersonal and communication skills in both verbal and written English + Highly resourceful with good problem-solving abilities + Enthusiastic with a commitment to learn Nice to Haves: + Knowledge of IP phone systems + ITIL Certification and an understanding of Service Delivery + Other ITSM tools + Relevant industry certifications are considered an asset: + CompTIA A+ + CompTIA Server+ + Apple (ACSP, ACTC) + MCTS/MCITP Global

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