IT Support SME

2nd Line IT Support Subject Matter Expert required to support 3rd party provider and Global office locations, UK, EMEM, APAC.

Key Responsibilities / Accountabilities

• 2nd line Support to the Unisys support team, predominantly remote and email-based support to our employees globally.
• Customer experience monitoring and remediation, working with Unisys to ensure high FCR/CSAT achieved.
• Excellent cross-team communications, ensuring IT issues that are not resolved in the first instance are picked up and triaged as a priority.
• Knowledge Management, KB article ownership for SME's and regular review.
• Executive user support to key stakeholders and senior management.
• Managing escalated Incidents and requests via our IT service management tool Service Now
• Advanced IT troubleshooting skills, and analytical triage/support
• Owning unresolved Issues and Liaising/delegating tasks to relevant teams.
• Escalating wider-impacting support issues to SD Team Lead and Head of IT Support where necessary
• Advanced network troubleshooting and root cause analysis
• Advanced Active Directory Users and Computer administration via appropriate platforms (ADMP & Core View)
• Advanced Windows 10, Windows 11 and Microsoft product support
• MAC OS X support (not essential)
• Participate in ad-hoc support requests, desk moves, desk side support
• Supporting the 3rd party provider and employees in business core hours 7am to 7pm on a rota basis (Mon-Fri) office based
• Supporting the 3rd party provider and employees outside of core business hours 6pm - Midnight on a rota basis (Mon-Fri) working from home
• Supporting the business weekends & bank holidays on a rota basis, on)
• Acting as a Major Incident owner during reported MI's (following the documented MI process)

Skills and abilities

needed to perform role

• An understanding of the importance of excellent customer service and a "can do" attitude
• Excellent communication skills, both written and verbal
• The ability to interact confidently with clients and colleagues
• The ability to work very well in a team environment
• The ability to think logically
• Strong interpersonal skills
• Strong prioritisation skills and ability to follow process
• Patience and empathy when dealing with customers and colleagues
• Effective problem solving skills based on clear reasoning and sound rationale
• Tactful, diplomatic and able to thrive in an ever-changing environment
• Ability to work pro-actively, under pressure and independently with minimal direction
• A good understanding of mobile devices, such as Apple smartphones and tablets
• Strong background in Microsoft Office
• Strong background in Windows
• Familiarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Teams, Skype for Business, Zoom, Whatsapp, Cisco Webex etc with knowledge of Condeco and Crestron technology

Knowledge and Experience

• IT industry experience
• Microsoft Windows 10+
• Active Directory
• ADMP
• Core View
• Microsoft Exchange
• Office
  365/2016+
• Mimecast
• Microsoft Teams
• Zoom
• SCCM
• ITIL Best Practice
• Remote Support Tools
• Incident, Request, Problem and Change Management
• Knowledge of administrative and clerical procedures

Compliance and Regulatory Responsibilities

• To remain compliant with FCA requirements at all times
• To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.
• To share ideas, best practice and other information within the team
• Ensure that own performance, HR and T&C records are up to date and meet the Company's requirements
• Maintain accurate records and deal with correspondence appropriately