1st Line IT Support and Provisioning Engineer (TechBar)

Visionist; Ringwood; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading technology consultancy is seeking a 1st Line IT Support and Provisioning Engineer for their clients, BEIS and DIT, in London. The role involves providing proactive IT support to over 10,500 users and ensuring effective asset management and support for ministerial meetings. Candidates must have extensive VIP support and 2nd line experience, particularly with Windows 10, Mac OS, and Office 365. Knowledge of service management tools is also essential. Security clearance is required.

Qualifications

• 3+ years VIP support experience is required.
• 3+ years 2nd line support experience essential.
• Strong Apple iPhone support skills required.
• Knowledge of Audio visual equipment to support meeting rooms is a must.
• Excellent customer-facing skills are necessary.
• ITIL Foundation Certification is a strong advantage.

Responsibilities

• Provide 1st and 2nd line IT support for 10,500 staff.
• Maintain asset management within the incident process.
• Assist with documenting processes and work instructions.
• Ensure proactive VIP support across DIT and BEIS.
• Manage audio-visual support for ministerial meetings.

Skills

VIP support experience

2nd line support experience

Windows 10

Mac OS

Office 365

Troubleshooting in Zscaler

Troubleshooting in Okta

Apple iPhone support skills

Knowledge of Audio visual equipment

Service Now experience

Customer facing skills

Asset Management experience

ITIL Foundation Certification

MCSA Windows 10 certification

Tools

Service Now

Zscaler

Okta

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 Visionists 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 TechBar based at BEIS and one at DIT, each team offer 1st, 2nd line incident management and are fully aware of the service catalogue to assist users with their requests. The Tech bar achieve over 99% first time fix rate with the customers and offer 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
  • Trouble shooting 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.

How to Apply

To apply, please send your CV and a letter of motivation to:
[e-mail]