1st Line IT Support and Provisioning Engineer (TechBar)

Visionist; Ringwood; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading technology consultancy is seeking a 1st Line IT Support and Provisioning Engineer to provide essential support for government departments in London. You will be responsible for delivering 1st and 2nd line support services, maintaining high standards of customer service, and managing IT requests for over 10,500 users. Key qualifications include extensive experience in VIP support, proficiency in Windows and Mac systems, and excellent troubleshooting skills. This is an onsite position that requires strong interdepartmental collaboration and asset management expertise.

Qualifications

• 3+ years of VIP support experience.
• 3+ years of 2nd line support experience with Windows 10 and Mac OS.
• Strong Customer facing skills essential.

Responsibilities

• Provide 1st and 2nd line support to 10,500 staff.
• Manage asset recovery and leavers process.
• Document and maintain processes and work instructions.

Skills

VIP support experience

2nd line support experience

Windows 10 expertise

Mac OS expertise

Office 365 support

Troubleshooting skills in Zscaler

Troubleshooting skills in Okta

Apple iPhone support skills

Audio visual equipment knowledge

Service Now experience

Customer facing skills

Asset Management experience

ITIL Foundation Certification

MCSA Windows 10 certification

Job description

Job Title

1st Line IT Support and Provisioning Engineer (TechBar)

Reports To

Head of Product Development and Architecture

Working Hours

40 hours per week

Location

London, UK

Company Profile

Smarter Technologies’ ability to flex and deliver small bespoke solutions and major transformation programmes is built on a model where the client’s needs and goals are prioritised over everything else. Currently undergoing a period of rapid growth through word of mouth recommendations Smarter Technologies associates are right now helping senior leaders across Government plan and deliver some of the most exciting and truly transformational programmes required to modernise public services.

Job Spec

Visionist Consulting focuses on transforming the digital platforms, capabilities and processes for government departments, businesses and not-for-profits. The role is onsite at one of Visionist’s customers BEIS (Business, Energy and Industrial Strategy) and Department of International Trade (DIT).

Description Of Role

BEIS and DIT have over 10,500 users to support. The Tech Bar teams offer a walk‑up service for IT requirements. There is a Tech Bar based at BEIS and one at DIT, each team offers 1st and 2nd line incident management and are fully aware of the service catalogue to assist users with their requests. The Tech Bar achieves over 99% first‑time fix rate with the customers and offers an important service to the government departments. The Tech Bar also provides proactive VIP support across both sites, meaning close relationships with senior ministers and taking care of the call‑logging side of support as well as the resolution. The Tech Bar role is very heavy on process and work instructions; learning them and carrying them out correctly is key to this service.

Key Responsibilities

• 1st and 2nd line support to 10,500 staff based across London
• Provide the Request catalogue services to the end users
• Responsible for the Leavers process, asset recovery and asset management
• Assisting with documenting and maintaining processes and work instructions
• Responsible for the VIP support across DIT and BEIS
• Responsible for the Ministerial meeting room (audio visual support)
• Responsible for asset management within the Incident process of issuing/receiving equipment

Skills And Experience

• 3 + Years VIP support experience
• 3 + Years 2nd line support experience
  • Windows 10 and Mac OS experts in end user support
  • Office 365 (thin and fat clients) expert in end user support
  • Troubleshooting in Zscaler and Okta a must
• Strong Apple iPhone support skills
• Strong Knowledge of Audio visual equipment to support the ministerial meeting rooms
• Strong Service Now experience across Request and Incident Management
• Excellent Customer facing skills
• 3 + Asset Management experience within Service Now
• ITIL Foundation Certification a strong advantage
• MCSA Windows 10 certification – 70-697 and 70-698

Security Clearance

Security Clearance is a necessary requirement to work with our clients.

To apply

Please send your CV and a letter of motivation to: [e-mail]