IT Coordinator/ Helpdesk Technician

Wasserman; Greater London; On-site; GBP 25,000 - 40,000; Full time

Job summary

THE·TEAM is seeking a proactive IT Support professional to be a first point of contact for hardware, software, and infrastructure issues. You will log tickets, support office moves, and assist with both on-site and remote events while escalating complex problems to Tier 3.

Key experience includes Active Directory/Windows, Exchange Online, Azure, and MDM platforms (Intune, Kandji). Familiarity with hardware such as Dell/Apple/Windows Surface and network basics is desirable.

Qualifications

• Experience with Fresh Service ticketing system is preferred.
• Working knowledge of Active Directory, Exchange Online and Azure administrations is required.
• Experience with Mobile Device Management platforms (Intune, Kandji) is beneficial.
• Familiarity with hardware (Dell/Apple/Windows Surface) and printers is useful.
• Ability to support remote events and on-site setups.

Responsibilities

• Handle initial phone/email inquiries and troubleshoot hardware, software or network issues.
• Log calls and walk-up activity in the ticketing system.
• Manage hardware tagging, repairs, and allocations in hardware management system.
• Assist with office moves and various projects.
• Resolve complex issues requiring system/app knowledge.
• Escalate to Tier 3 when needed.
• Install OS patches and upgrades.
• Troubleshoot and resolve hardware/software/network problems.
• Configure and monitor OS/software and servers.
• Coordinate with suppliers for repairs and admin tasks.
• Support on-site and remote events.

Skills

Problem solving

Communication

Team player

Reliability

Flexible approach

Tools

Fresh Service ticketing

Active Directory/Windows

Exchange Online

Azure

Office 365 Administration

Intune Kandji (MDM)

Box.com

RDP / VPN

Apple Mac OS

Dell/Apple/Windows hardware

Network/Server management

Backup/Restore

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 relocate 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

• Experience of the following systems and processes are highly beneficial:
• 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
• Mainly 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.