IT Business Support Engineer - Fusion People Ltd : Job Details

A top global FTSE listed organization is looking for an IT Business Support Engineer to join their London HQ.

In this role you will be part of a global Digital Workplace team focusing mainly on VIP support.

The role is a 12 month contract (potentially extendable additional 6 months) based in Central London. The ideal start date will be late October / early November.

Responsibilities:

• Responsible for all IT workplace related matters, identify escalation paths through initial investigation then follow-up with appropriate IT support towers
• Install and configure laptop, desktop, other hardware and computer applications
• Provide VIP and 2nd line IT support, being the point of contact for technical escalation and extension of other support teams
• Lead technical support for off-site Executive Committee meetings
• Oversee and support the delivery of new IT services, upgrades and other IT related activities, coordinate the efforts of different teams
• Make decisions on a technical level and recommend solutions within your area of responsibility in coordination with your direct superior.
• Support the business on all client facing aspects of infrastructure including acquisition, configuration installation and/or relocations of desktops, laptops, printers, security, LAN connectivity, communication devices (IPhone, IPad's), swipe card and security cameras, video conferencing facilities, etc.
• Monitor day to day ticket queue, KPI and SLA ensuring appropriate action is taken to maintain high level of client satisfaction.
• Participate in major incident bridge, provide support as when required
• Maintain adequate supply of IT related stock and ensuring accurate record is maintain in the CMDB
• Establish a good working relationship with peers, end users and other business stakeholders
• Deliver a positive, consistent, and high-quality end user experience with customer service in mind at all times
• Provide service improvement on ways to improve the quality of the support service offered to the end users and the efficiency of the delivery of that service
• Support the Digital Workplace team in developing SOPs, technical knowledge based articles and other technical documentation applicable to your region and expertise

Skills and experience required:

• ITIL v3 or v4, or experience in ITIL based organisation
• At least 5+ years of IT Support Experience and previous experience working with Executives
• Knowledge on Microsoft application and tools: Office 365, Active Directory, SCCM, Service Now, TeamViewer and other support tools
• Excellent communication skills with both technical and non-technical staff
• Ability to prioritise and handle difficult conversations

Contact Evelina Abolina - London Office

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