Help Desk System Specialist 1 - London, United Kingdom (Hybrid)

M.C. Dean, Inc; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology solutions provider in the UK seeks an experienced professional to manage field technician operations, ensuring effective coordination and communication across teams. This role requires knowledge in building management applications and strong problem-solving skills. Candidates should have relevant experience in helpdesk support functions and demonstrate effective time management. A collaborative mindset and ability to adapt to client demands is crucial. The position allows for remote work flexibility, with some travel required.

Qualifications

• Knowledge of Access Control, Video/CCTV, HVAC, or Energy Efficiency.
• 1+ years of experience in a support role.
• Competence with work order/task management systems.

Responsibilities

• Manage field technician break-fix call outs.
• Ensure prerequisites for TOC SysAdmin support.
• Monitor TOC task queues for trends.

Skills

Building Management awareness

Communication skills

Technical writing

Time management

Problem-solving

Education

High School Diploma or equivalent + 6 years experience

Associates Degree + 4 years experience

Bachelor's Degree + 0-2 years experience

Job description

Overview

M.C. Dean is Building Intelligence. We design, build, operate, and maintain cyber-physical solutions for the nation’s most mission-critical facilities, secure environments, complex infrastructure, and global enterprises. With over 7,000 employees, our capabilities span electrical, electronic security, telecommunications, life safety, automation and controls, audiovisual, and IT systems. Headquarters in Tysons, Virginia, M.C. Dean delivers resilient, secure, and innovative power and technology solutions through engineering expertise and smart systems integration.

Why Join Us?

Our people are passionate about engineering innovation that improves lives and drives impactful change. Guided by our core values—agility, expertise, and trust—we foster a collaborative and forward-thinking work environment. At M.C. Dean, we are committed to building the next generation of technical leaders in electrical, engineering, and cybersecurity industries.

Responsibilities

Essential Responsibilities and Activities Include but are Not Limited to:

• Booking and managing field technician break-fix call outs in their assigned region(s). Ensuring all prerequisites are in place before allocating TOC SysAdmin support.
• Performs all post-call out activities including completing reports and responding to invoices.
• Triages and edits task, queues and other TOC engagement channels to ensure only fully qualified tasks reach TOC SysAdmins.
• Monitoring TOC task queues to identify emerging trends.
• Works with the internal Metrics team to identify and substantiate observed results of executed initiatives.
• Contributes to standardisation of TOC Coordination function globally.
• Provides TOC phone coverage.

Basic Qualifications:

• Must have a general awareness of Building Management and Security applications in one or more of the following: Access Control, Video/CCTV, HVAC or Energy Efficiency.

Preferred Experience:

• 1 or more years of experience coordinating TOC / Support Team / Break-fix works.
• Solid competence with work order/task management systems.

Communication Skills:

• Strong oral, technical writing, and presentation skills.
• Ability to build productive relationships with team members, clients and other network/system stakeholders.

Behavioural Skills:

• Must be able to balance high quality standards with schedule pressures and a demanding environment.
• Must be a resourceful self-starter, flexible, proactive, solution-oriented and customer-oriented.

Work Schedule:

• Required time in the office 3 days/week. 2 days WFH remote available.
• Subject to change given demands of the client.
• Some offset work hours to support teams outside of region.
• Some international travel requirements (<10%).

Qualifications

Education and Relevant Experience:

• High School Diploma or a GED and 6 + Years of Relevant Experience or
• Associates Degree and 4+ Years of Relevant Experience or Bachelor’s Degree with 0-2+ years of experience.

Relevant Experience:

• Help Desk Support Functions with a Combination of Phone and Desktop Support is required.
• Must be able to obtain vendor Professional Certification.
• Experience administering LENEL systems is desired.
• Experience in badge office operations is desired.
• Strong Oral and written communication skills are essential.
• Demonstrated background working with multidisciplinary teams.
• Demonstrated time management and organization skills to meet deadlines and quality objectives.

Abilities:

• Exposure to computer screens for an extended period of time.
• Sitting for extended periods of time. Reach by extending hands or arms in any direction.
• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.
• Listen to and understand information and ideas presented through spoken words and sentences.
• Communicate information and ideas in speaking so others will understand.
• Read and understand information and ideas presented in writing.
• Apply general rules to specific problems to produce answers that make sense.
• Identify and understand the speech of another person.