Description & Requirements

The Employee Technology Support (ETS) team is seeking a Desktop Technician to deliver high quality 1st and 2nd line support across all Windows, Mac OS, desktops, laptops, mobile devices and event spaces. You will partner with our Service Specialists, Service Desk and mobile teams as the primary escalation point of contact for all remote and deskside internal technical related requests and incidents.

Mission

To deliver excellent employee centred technology support that improves how people work, through responsive service, trusted collaboration and continuous improvement.

What You'll Do:

• Provide 1st and 2nd line support to all global employees for all remote and deskside related technical service requests

• Deliver support that prioritises employee productivity and experience

• Follow globally defined ETS workflows for incidents, requests, problems, and changes, ensuring consistent and reliable service delivery

• Use dashboards and internal tools to prioritise and manage workload

• Drive first time resolution and high quality ticket handling

• Identify automation and efficiency opportunities

• Contribute to and use the knowledge base; identify gaps and partner with Knowledge Management team

• Knowledge of hardware related peripherals – Logitech, Ricoh, HP Poly, Lenovo, Zebra, Targus, Cisco

• Effectively utilise access and support across AD, SCCM, InTune, Imaging, Citrix, Papercut, Streamline, Systrack, vSphere, O365, Webex, Zoom, MS Teams, Intune, Azure, CyberArk, ForeScout, ITLocate, JAMF, CUCM, ChatGPT, Gemini, CoPilot and related systems

• Partner with the Service Desk, Service Specialists, Continuous Improvement and Product teams to drive service improvements

• Supporting Collaboration and Event Spaces

You'll Need:

• Passion for technology and enhancing the employee experience

• Strong problem solving and time management skills

• Ability to work in a fast paced global environment

• Regional project execution

• Focus on ownership, transparency and consistently doing what is right for our employees, team, and the business

• Clear and effective communication skills

• Root cause analysis – “Chase the why”

We’d Love to See:

• Degree in Computer Science, Networking, IT Security or a similar field or similar industry experience

• Knowledge of Cisco, Slack, Miro, JIRA and AV support

• Familiarity with Python, PowerShell, or other scripting languages

• ITIL v4 Foundation

• CompTIA A+