Onsite IT Support Technician Job London area,Greater London England UK,IT/Tech

Location: Greater London

WHAT YOU’LL DO

The Onsite Support Technician will work in partnership with the customer, management team, global helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

DAY-TO- DAY RESPONSIBILITIES

Provide face-to-face technical support on campus for faculty, staff, and students.
Troubleshoot hardware, software, connectivity, and account access issues
Perform device diagnostics, maintenance, and repairs for university-owned equipment
Assist with setup and configuration of devices, applications, and university systems
Provide user guidance on university technology resources and services in a professional and customer-focused manner.
Create and maintain support documentation, knowledge base articles, and troubleshooting guides in the appropriate tracking and incident management systems
Collaborate with management, Global Helpdesk, and technical teams to ensure efficient issue resolution.
Coordinate with other ITS departments for issue resolution
Monitor and escalate complex issues to Client Support Leads or specialized technical teams

KNOWLEDGE MANAGEMENT AND FACE-TO-FACE PROCESS IMPROVEMENT (20%)

Update knowledge base articles for common issues and solutions
Develop self-help resources and user guides for clients
Identify recurring issues and suggest process improvements
Contribute to the maintenance of technical documentation
Maintain accurate records of technology equipment within asset management systems

IN-PERSON TECHNOLOGY TRAINING AND OUTREACH (10%)

Conduct one-on-one and small group training sessions on university technologies
Develop and nurture relationships with the university community to encourage technology adoption
Promote awareness of Tech Bar services and self-service resources
Participate in technology outreach events and initiatives

PROFESSIONAL DEVELOPMENT AND COLLABORATION (5%)

Stay current on emerging technologies and best practices
Participate in training to maintain and enhance technical skills
Documenting technical solutions and updating knowledge bases

ITEMS TO CONSIDER

AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements

WHAT WE’RE LOOKING FORMUST-HAVEOPERATING SYSTEMS & DEVICES

Windows 10/11 (imaging, troubleshooting, Group Policy basic and etc.)
macOS (basic troubleshooting, Apple device management awareness and etc.)
Device enrolment and Decommissioning.

IDENTITY & ACCESS MANAGEMENT

Active Directory (Account Creation, password resets, account lockouts, group membership and etc.)
MFA troubleshooting (Microsoft Authenticator, Duo, etc.)
Basic understanding of SSO issues.

M365 SUITE

Outlook (profile issues, mailbox troubleshooting, calendar sharing and etc.)
Teams, SharePoint, One Drive (sync issues, Group Management, permissions and etc.)

ENDPOINT MANAGEMENT (MDM/RMM)

Knowledge of tools like Intune, JAMF and Ninja One (enrolling devices, pushing policies, remote troubleshooting and etc.)
Basic patch management awareness (Windows Update, macOS updates, and Third-party application)

NETWORKING FUNDAMENTALS

Wired/Wireless connectivity troubleshooting (Wi-Fi, VPN client issues…