IT Support Officer

The purpose of the role is to provide IT support to users within the business. This role covers several responsibilities that will be carried out in accordance with a rota defined by the Service Delivery Leader. The IT Support Officer will be based in the Boston office with primary focus to provide local and remote support to the wider US region. The ITSO is required to be in the office at least 2 days a week and more if required as part of role.

Required Skills

• Excellent IT skills with prior experience essential
• A good working knowledge of all levels of support
• Knowledge of Microsoft products including all Office applications and client/server Operating Systems
• Knowledge of the following tools:
  • MECM (Microsoft Endpoint Configuration Manager)
  • SCOM
  • M365 Admin Center
    • Active Directory (On prem and Azure)
    • Exchange Admin Center
    • Teams
    • Endpoint Manager
  • Citrix Workspace
  • VMWare vCenter
• Knowledge of Information Security and dealing with Enterprise monitoring systems such as:
  • Varonis
  • MS Cloud App Security
• Experience with building computers via Autopilot and PXE boot
• Basic networking knowledge and troubleshooting skills
• Patching and providing regular maintenance on hardware and software systems
• Strong organizational skills
• Very good communication skills with the ability to listen, understand, and defuse difficult situations
• Confident, proactive character, with the ability to deal with challenging situations
• Ability to work independently
• Ability to problem solve and think on your feet
• Able to forward think and effect continuous improvement
• Industry related qualifications

Helpdesk role

Deal with requests and issues that come into the Help Desk including but not limited to the following types of support calls via phone, email, and Team’s messaging:

• Administrative changes including active directory, user account set up, and group modifications
• Asset management of equipment including but not limited to mobile phones, computers, and peripherals
• Remote installation of software
• General troubleshooting of IT hardware and software issues
• Focus on resolution of support calls to a first-time fix
• Ownership and accountability of the issue from receipt until resolution regardless of the location
• Ensure security vulnerabilities are remediated in a timely fashion

Central IT Support

Carry out IT wide duties such as:

• Computer builds for pickup or delivery
• Maintain hardware asset list
• Projects as defined in alignment with the IT strategy
• File restores where backup tapes are available within the library units
• Monitor compliance of policy standards and governance
• Research third party tools and hardware
• Install and test third party tools and hardware
• Procure hardware and software as needed

Business Unit Role

Carry out site specific duties that require a physical touch including but not limited to:

• Meeting room audits and remediation
• Server room audits and remediation
• Physical touch escalations for items that cannot be resolved remotely
• Workstation’s setup and moves
• Complete onboarding and induction of new hires

What we offer

• Salary range of $75,000 to $85,000. This will be determined based on factors such as geographic location, skills, education, and/or experience
• Generous benefits package
• Annual discretionary bonus
• Generous PTO 4 weeks in addition to 10 paid holidays
• 401k with company match
• Student Loan Repayment Assistance
• Hybrid working & summer hours
• Reimbursement for certain professional licenses and associated renewals and exam fees
• Global network of experts
• Learning and development opportunities
• Be a part of our Young Employees Forum and our Diversity and Inclusion Forum