1st Line 2nd Line IT Support Windows 10 Mac Apple Active Directory Contract Outside IR35
Handle is working with a very high profile Entertainment Business client to recruit an experienced 1st & Second Line Support Analyst for a holiday cover assignment
DUTIES
- First and second line break/fix support of all workplace technologies, including but not limited to:
- laptop hardware and software in a mixed Windows and Mac environment
- shared hot-desk technology
- shared network printers
- meeting room and kitchen AV equipment and technologies
- Support of business software and tools, managing escalations to management and 3rd party providers
- Executive support for the Business Leadership team
- Providing system and software orientation and high-level training to end-users
- Ownership of the technology deliverables in relation to proactive processes including but not limited to:
- Joiners and leavers processes
- Laptop refresh programme
- Operating System and firmware patch management
- Proactive management and execution of print queue maintenance and other ad hoc maintenance tasks as identified by users and technology team members
- Administration of third-party hosted systems including but not limited to Office 365, Slack, Zoom and 1Password
- Smart-hands support of:
- core network infrastructure including on-premise switches, firewalls
- Facilities systems including door access and security cameras
- Event technology support, including set-up and recordings
- Ownership of asset management ensuring all assets are recorded and tracked through their lifecycle
- Involvement in ad hoc workplace technology projects as well as the implementation of 3rd party and in-house developed solutions.
RESPONSIBILITIES
- To adhere to standards for the building and configuration of new equipment
- Maintain technology standards and practices during daily activities
- To champion adherence to company IT and security policies, escalating any known breaches of policy to management
- To manage daily workload and prioritisation of tasks, escalating prioritisation conflicts to line manager
- Create, review and maintain documentation as/when required
PERSON SPECIFICATION
Essential:
- Demonstrable experience in a corporate IT 1st and 2nd line workplace technology support role
- Proven and in-depth knowledge of PC and Apple Mac desktop, laptop and mobile platforms and their operating systems.
- Experience knowledge of Office 365, Exchange Online and Intune. Administration using GUI and PowerShell.
- Knowledge of Azure technology
- Knowledge of a VPN, ideally Watchguard
- Good working knowledge of printers, their support, configuration and capabilities
- Good knowledge of standard corporate applications e.g. Microsoft Office, Adobe Creative Cloud
- Awareness and Interest in cybersecurity and able to reinforce importance to end users
- Ability to maintain composure during periods of high workload and pressure
- Being approachable, friendly and be able to communicate succinctly, both verbally and written, at all levels of seniority
- Ability to prioritise tasks based on urgency and business need
- Ability to adapt to an ever-changing environment where requirements change frequently
- Excellent user facing communications skills
- Appetite to learn and take on more responsibility over time
- A proactive mindset and able to anticipate user needs
- A good understanding of web/browser based technologies, web services, cloud, SaaS and an enthusiasm to develop skills in this space
Desired:
- Microsoft/Cisco/Cybersecurity training and certification
- Knowledge of network devices, such as Cisco and Meraki switches, routers and access points
- Knowledge of Microsoft Active Directory, DNS, DHCP, VLANs
- A desire to be involved in new projects, learn new technologies and help drive the company's technology strategy
- Being able to investigate, analyse and solve network cabling and infrastructure issues
- Configure and set up Slack and Zoom
Handle Recruitment is acting as an Employment Business in relation to this vacancy.
