Tech Zone Support Technician

Licensed sponsor London Full-time Posted 2 weeks ago

Job Description

The role will be responsible for the Customer Service Experience provided to internal customers of IT
and Technology support services across the Canopius global userbase. This will include 2nd line
deskside support and management of business impacting and prioritised incidents. The role will be
the face of Service Management at the London Tech Zone(s) and an active communicator of
incidents and customer experience between IT and internal customers; this includes operating as a
key escalation point for the customers.
The role will support end users both in the offices and at home as the hybrid/office working
environment evolves and with Problems, Major Incidents and escalations of tickets raised with 1st line
and Group IT. In addition, the role involves regular interaction with, and management of tickets raised
with the 3rd Party teams that constitute the end-to-end delivery of Canopius’s IT services and support.
The role is based in London and will cover the following shifts;
Early - 8am - 4pm
Core - 9am - 5pm
This is a hybrid role and you will work in office 2 days per week Monday - Thursday and 1-in-3 Fridays in the office.

Support for office-based technologies supported by the relevant Group IT functions, including networking and audio-visual equipment.
Laptop setup for new joiners and ongoing management for deployed devices
Support for home workers on laptop and connectivity issues
2nd line M365 and Teams support including usability queries
Laptop & smartphone setup for new joiners and ongoing management for devices deployed.
Create and maintain effective service procedures, policies, and standards
Governance and good management of Networking rooms and cabling
Support for Company and BYOD smartphones, Android and iOS
Liaising with 1st line Service Desk for escalations, problems and major incidents
Involvement in testing where changes & new processes are being deployed
Key escalation point for incidents, request and customer experience including Problem and Incident Management

Previous experience in IT support role
Excellent IT skills and knowledge of troubleshooting computer related issues both hardware and software, as well as desktop, laptop and mobile devices
Experience with supporting Audio Visual equipment
Knowledge of M365 Office Suite, OneDrive & SharePoint Online, MS Teams, Active Directory, Azure AD, Microsoft Endpoint Manager (InTune), as well as TCP/IP, DNS and DHCP is desired
Experience of working with third party specialist support providers and managing their engineers and ticket queues
Experience of supporting Azure cloud and associated services.
Good communication skills, both oral and written
Experience of supporting a wide-ranging user base including VIP support
Solid understanding of Security and audit / compliance requirements
Experience of ServiceNow ITSM, and ideally ITOM
Strong communication skills, both oral and written and ability to interact with all levels across the business
Powershell and PowerBI experience are very desirable
Confident with day to day support activities and with tactical and strategic thinking
Attention to detail with a high degree of accuracy in work product
Proactive self-starter who shows initiative and is always willing to take on more
A strong collaborator; excellent relationship building and communication skills with the ability to engage people from diverse cultures and different levels
Experience of working in a global organisation, balancing global and local requirements

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