Technology Specialist

Based in the heart of Shoreditch, we are a multi-platform production company, social media agency, and digital media network who are currently on a quest to find a Technology Specialist to join our Tech Operations team - Is this your next opportunity?

As a Technology Specialist, you will be responsible for providing world class tech support to LDS Group by email or in person. This includes day-to-day responsibilities including logging all incidents, problems and requests raised in the service desk, and proactively managing ticket updates, owning the ticket lifecycle through to resolution. The ideal candidate will be someone who has prior experience in a customer-facing role and can intuitively manage expectations;

additionally, the Technology Specialist will need to demonstrate the ability to tackle a range of technologies and personnel in a fast paced, dynamic environment with rapidly changing requirements.

• We are proud to be an award winning, B Corp™ Certified workplace with employee wellbeing at the heart of everything we do.
• We offer hybrid and flexi-time working, mental health and wellbeing programmes, enhanced family leave, interest free financial support and a digital nomad policy that allows you to work from abroad in two one week blocks a year.
• Plus all the usuals such as pension contributions, annual leave and office perks like free lunches, socials, and health treatments!

• Taking ownership of support requests, ensuring they are logged and updated in appropriate systems.
• Escalating more complex problems to the relevant personnel, collaborating effectively and keeping end users updated.
• Conducting administration of identity platforms including Okta to set up user accounts and manage access permissions.
• Configuring and build end user devices in a timely fashion, for deployment at scale.
• Carrying out day to day maintenance, administration and support on end user devices including laptops and mobiles/tablets.
• Contributing to the growing Tech Ops knowledge-base, updating both internal and customer facing documentation.
• Mentoring Junior Technology Specialists and helping to create a supportive, collaborative environment where great tech support happens seamlessly.
• Maintaining asset register and ensure necessary equipment remains available for loans or replacements at short notice.
• Adhering to best practices and policies to ensure effective use of all infrastructure, data, communication and storage systems together with maintaining required security standards.

Skills matter, experience is useful, attitude is everything.

• Recent experience of working in a tech support role, preferably in a media or tech business.
• Familiar with macOS, Windows, iOS and Google Workspace.
• Familiar with VC and AV Systems.
• Experience of Active Directory, LANs, WANs & Wireless, TCP/IP principles and VoIP.
• Strong troubleshooting skills, particularly around hardware, software and networking.
• Focused and committed to providing excellent customer service and taking pride in managing support requests through to resolution.
• Able to communicate effectively in a variety of settings and styles, getting the message across with the desired effect.
• Enjoys working hard in a fast-paced environment and open to change. Able to shift gears easily and able to learn quickly when facing new problems.
• Able to build rapport quickly with end users from all different levels of the organisation.
• Active listener and empathetic during sensitive interactions, diffusing high-tension situations comfortably.
• Uses time effectively and makes informed judgements on what to prioritise.
• Able to work effectively resourcefully and independently and as part of a team.

We’re probably…