IT Coordinator/ Helpdesk Technician

LE003 The.Team: SME Management EMEA Limited; City of Westminster; On-site; GBP 35,000 - 52,000; Full time

Job summary

THE·TEAM is seeking a proactive IT Support professional to join our global operations. You will handle 1st and 2nd line inquiries via phone and email, troubleshoot hardware, software, and network issues, and log activity in our ticketing system.

You may assist with office moves and small IT projects, escalating complex problems to Tier 3 when needed. You should be comfortable with AD/Exchange Online/Azure administration, mobile device management, VPN access, and asset management across

Qualifications

• Experience handling 1st/2nd line IT support requests
• Familiarity with Active Directory, Exchange Online, Azure and Office 365 administration
• Experience with mobile device management platforms
• Ability to log tickets and perform basic hardware/software troubleshooting
• Comfort working with printers and networked devices
• Knowledge of remote access tools and VPNs
• Experience with device provisioning and asset management

Responsibilities

• Take inquiries via phone or email and troubleshoot hardware, software, and network issues
• Log calls in ticketing system and track hardware assets
• Assist with office moves and IT-related projects
• Resolve complex issues and escalate to Tier 3 when needed
• Install OS updates and patches, monitor servers and services
• Coordinate with suppliers for repairs and RMA processes
• Support on-site and remote events as required

Skills

Fresh Service

Active Directory

Windows Administration

Azure / Office 365

MDM platforms

Networking basics

Printer management

Remote access (RDP, VPN)

Hardware knowledge

Ticketing systems

Tools

Intune

Kandji

Box.com

O365 Desktop Tools

Dell/Apple/Windows hardware

Surface devices

Job description

THE·TEAM operates at the epicenter of sports, music and entertainment, serving talent, brands and properties on a global scale. Headquartered in Los Angeles, THE·TEAM's presence spans 28 countries and more than 70 cities, including New York, London, Abu Dhabi, Amsterdam, Hong Kong, Madrid, Mexico City, Toronto, Paris and Sydney. For more information, please visit THE.TEAM. Supporting over 3500 people globally across a number of agencies and sites, you will be one of the first points of contact for 1st and 2nd line issues, conducting initial assessment, research and resolution of requests regarding hardware, software and infrastructure components. Your enthusiastic and approachable manner will help you be a key member of the IT Support team, which allows users to approach you directly to discuss and demonstrate their issues first hand.

WHAT YOU WILL BE DOING

• Take initial telephone or email inquiries and troubleshooting and manage hardware, software or network problems
• Log call / walk-up activity
• Range of administration duties.
• Including, but not exclusively; logging tickets in our ticketing system, tagging hardware in our hardware management system, logging and keeping track of hardware repairs and hardware assignments
• Assisting with office moves and a wide range of other possible projects
• Resolve more complex issues requiring detailed systems and applications knowledge
• Recognise and upscale more difficult problems to Tier 3 support
• Install operating system software, patches and upgrades
• Analyse, troubleshoot and resolve hardware, software and network issues
• Configure, optimise and monitor operating system software and servers
• Liaise with suppliers to organise repairs and other admin.
• Assist with and support on-site and remote Events

THE SKILLS AND EXPERIENCE YOU NEED

• Fresh Service ticketing system, including back-end development
• Active Directory/Windows, Exchange Online, Azure and Office 365 Administration
• Mobile Device Management platforms (Intune, Kandji)
• Large format printers
• Remote/Mobile access facilities: RDP, Outlook Web Access, VPN
• Dell/Apple/Windows Surface Hardware
• Basically iPhone/iOS but some Android mobile phones
• Apple Macs running variety of OS
• Box.com for file storage and management
• O365 Desktop Tools (Outlook, Word, Excel, etc)
• Network Infrastructure Understanding and Troubleshooting
• Server Management / Patch Management
• Backup / Restore (Tape, Virtual)

The successful individual will have the following attributes:

• Enthusiastic approach to problem solving
• Communication: Telephone manner, email, and face to face
• Flexible approach to tasks
• Speaking with non-technical people, from junior positions to the most senior
• Team Player: Always happy to help others whenever and wherever needed
• Reliability: Due to the small and busy nature of the team we need to be able to depend on people to be on time, with exemplary attendance

THE·TEAM does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. THE·TEAM is proudly an equal opportunity employer. We are always searching for the most passionate and talented people from all backgrounds and experiences to join us.

More than 20 years into our evolution, we continue to expand our global reach and capabilities to serve clients across sports, music and entertainment. We are committed to making a meaningful impact across key areas of inclusion, community service and sustainability — not only for our employees, but for clients and the industry at large.

THE·TEAM is a leading global sports, music and entertainment company. Led by intelligence, ideas and influence, we provide representation and marketing services to talent, brands and properties.