Senior Onsite Technician

Verisure; Newcastle upon Tyne; On-site; GBP 35,000 - 50,000; Full time

Job summary

Verisure is seeking a Senior Onsite Technician to offer premier technical support to VIP users in Newcastle. This role requires a minimum of 5 years in IT support and entails responsibilities such as troubleshooting and maintaining devices, ensuring seamless operations for high-profile clients. A comprehensive benefits package and opportunities for internal mobility are available.

Benefits

Birthday off

Discounted gym memberships

Private healthcare with BUPA

Employee referral program rewards

Enhanced maternity and paternity scheme

Cycle to Work Scheme

Qualifications

• Minimum of 5 years of experience in IT support focused on VIP support.
• Proficiency in common enterprise software applications.
• Strong familiarity with hardware and mobile device management.

Responsibilities

• Provide dedicated onsite support to VIP users.
• Diagnose and resolve hardware, software, and network issues.
• Track incidents using a ticketing system.

Skills

Windows operating systems

macOS

Technical troubleshooting

Problem-Solving

Excellent communication

Tools

Jira

Remedy

Active Directory

O365 admin portal

Intune

Job description

Senior Onsite Technician

Location: Newcastle

Competetive Salary

Working hours: Mon – Fri, 40 hours per week (available to work outside core hours)

The Senior Onsite Technician is responsible for provide advanced onsite and remote technical support to VIP users. Your role will ensure that their technology needs are met with the highest level of service and professionalism. The ability to build and maintain strong relationships is essential to success in this role.

Main responsibilities

• Provide Dedicated Support (computers, printers, phones, tablets...) - Offer personalized onsite IT support to VIP users, addressing their technical issues promptly and efficiently
• Technical Troubleshooting: Diagnose and resolve hardware, software, and network issues for VIP clients, ensuring minimal disruption to their workflow
• System Maintenance: Perform regular maintenance and updates on VIP clients’ devices, including laptops, desktops, mobile devices, and other peripherals
• Videoconferences: Ensuring the videoconferences are working correctly, troubleshooting technical issues that arise during meetings, and providing technical assistance to participants
• Incident Management: Track and manage incidents using a ticketing system, ensuring all issues are documented and resolved in a timely manner
• Ownership: responsible for engagement, interpreting client needs, offering optimal solutions, and taking ownership of resolution or assuring resolution via line of business partners
• Collaboration: Work closely with other IT teams to escalate and resolve complex issues, ensuring seamless support for clients
• Training and Support: Provide training and guidance to clients on the use of new technologies and software applications
• Proactive: Alerts Manager to current or potential problems with systems, applications, or customer service requirements
• Security: Follow company procedures (KPIs) and policies (security, etc.) to ensure standards and quality of service
• Knowledge of Windows 10 and 11 Professional, MAC OS, in enterprise environments
• Knowledge on user / devices administration tool: active directory, Intune, O365 admin portal, exchange, Azure

Requirements

• Experience: Minimum of 5 years of experience in IT support, with a focus on VIP or executive support
• Technical Skills: Proficiency in Windows operating systems, hardware, mobile device management, and common enterprise software applications, including ticketing systems (such as Jira, Remedy). Strong familiarity with macOS is highly desirable.
• Soft Skills: Excellent verbal/written communication and interpersonal skills, with the ability to interact effectively with high-level executives, and other IT teams.
• Problem-Solving: Strong analytical and problem-solving abilities, with an active approach to identifying and resolving issues.

Competencies

• Organized and methodical
• Ability to work in a team
• Proactivity
• Strong communication abilities are essential, as the role involves frequent interaction with VIP and high-profile users.

Benefits Package: At Verisure, we value our team members and offer a comprehensive benefits package to enhance your experience:

• Enjoy your birthday off as a special treat.

• Satisfy your cravings at our onsite coffee shop and our canteen

• Stay active with discounted gym and health club memberships.

• Access private healthcare with BUPA and MediCash cash plan.

• Unlock a world of freebies and discounts with PerkBox.

• Earn cash rewards through our employee referral program.

• Enhanced maternity and paternity scheme.

• Enjoy discounts on our alarm systems.

• Contribute to a greener lifestyle with the Cycle to Work Scheme.

Verisure Career Opportunities

A career with Verisure offers far more than just a job. We offer internal mobility, training and development, international opportunities, and tools to help you develop new skills.

Thanks to a strong focus on high quality, our customers are amongst the most satisfied and loyal in our industry. We have some of the strongest growth and retention rates globally in consumer-facing services which demonstrates our exceptional service levels and strong value proposition to our customers.

Diversity & Inclusion

Verisure is an equal opportunities employer. We recognize the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow. Please reach out to us if you have any specific requirements throughout the recruitment process, we are happy to help.