IT Support Technician

Job Description

IT Support Technician - start ASAP initially until 31st July (potential to extend)Advantage Resourcing are recruiting on behalf of our prestigious London based client for an IT Support Technician to work in a stand alone role providing a front-line 1st/2nd line customer facing IT support service to around 200 users. In this role you will provide field, phone and remote based support for the Microsoft Office 365 suite, Desktop Service, computer devices including macOS, mobile devices, audio-visual, conferencing & multimedia equipment, printers, video, specialist equipment and other peripherals used by staff and students as required. Specific Duties and responsibilities to include * Resolve incidents and service requests, adhering to agreed service levels. * Maintain a high degree of customer service for all support and service requests and adhere to all service management principles. * Promptly and appropriately, escalate complex incidents and systemic issues to the Director of Operations. * Writing and maintaining customer procedural documentation as appropriate. * Undertake desk- side customer support. * Resolving desk-side incidents and hardware problems, which cannot be addressed remotely. * Provide focused one-to-one training with customers to enhance their understanding. * Provide escalated in-person support to priority customers. * Providing support for printing. * Providing remote and in-person, on-site support for IT, AV, video conferencing and other teaching and learning and client technologies. * Prepare, maintain and test teaching and learning and video conferencing facilities * Provide IT, AV and video conferencing services including on-site repair of this equipment in the rooms across the supported Departments. * Managing imaging, installation & configuration of customers hardware & software. * Install IT, AV and VC client devices in their physical location Your experience Technical knowledge and experience supporting the following; * Mobile and remote computing including laptops, tablet PCs, remote access technologies. * Windows 10 and Apple macOS environments * An excellent working knowledge of common application packages e.g. Microsoft Office 365, anti-virus packages, reference management software. * Printing including. Multi-function devices and scanning and copying. * Networking and thin client devices. * Audio-visual control systems such as Crestron. * Audio-visual fundamentals. * Fundamentals of cabling conventions, standards and their application. * Lecture capture equipment and software such as Echo360. * Video conferencing Knowledge, experience and soft skills * Ideally knowledge ITIL and IT service management (ITSM) with a completed ITIL v3 Foundation certificate. * Excellent problem solving skills including an ability to diagnose complex hardware and software faults. * Ability to present a professional and supportive attitude towards colleagues, staff, students and others. * Ability to compile and maintain accurate work records and documentation. * Excellent communication (written and oral), interpersonal and customer service skills. * Ability to work under pressure and manage competing priorities. * Ability to work unsupervised and taking responsibility for setting and meeting targets, for own work. * Ability to work collaboratively and as part of a team. Submit your CV now to be considered for this fantastic opportunity working with a prestigious world renowned organisation.Advantage Resourcing is a service driven recruitment consultancy.