Senior Onsite Technician- VIP Support

Verisure; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Senior Onsite Technician to provide exceptional technical support to VIP users. This role involves diagnosing and resolving IT issues, maintaining systems, and ensuring seamless communication with high-level executives. The ideal candidate will have extensive experience in IT support, particularly in VIP environments, and will excel in problem-solving and interpersonal skills. Join a dynamic team that values diversity and offers a comprehensive benefits package, including private healthcare and opportunities for career growth. If you are proactive and passionate about technology, this position is perfect for you.

Benefits

Birthday off

Onsite coffee shop

Discounted gym memberships

Private healthcare

Employee referral rewards

Enhanced maternity and paternity schemes

Cycle to Work Scheme

Qualifications

• 5+ years of experience in IT support, especially for VIP clients.
• Proficiency in Windows OS and enterprise software.

Responsibilities

• Provide dedicated IT support to VIP users, resolving technical issues promptly.
• Manage incidents using a ticketing system and ensure timely resolutions.

Skills

IT Support

Windows OS

macOS

Technical Troubleshooting

Communication Skills

Problem-Solving Skills

Customer Service

Active Directory

Ticketing Systems (Jira, Remedy)

Tools

Jira

Remedy

O365 Admin Portal

Intune

Azure

Job description

Senior Onsite Technician - VIP Support

Location: London

Salary: Competitive Salary

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

Holidays: 21 days holidays (increasing to 23 days after 1 year’s service) plus bank holidays

The Senior Onsite Technician is responsible for providing 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. Building and maintaining strong relationships is essential for success in this role.

Main responsibilities

1. Provide dedicated support (computers, printers, phones, tablets, etc.): Offer personalized onsite IT support to VIP users, addressing their technical issues promptly and efficiently.
2. Technical troubleshooting: Diagnose and resolve hardware, software, and network issues for VIP clients, ensuring minimal disruption to their workflow.
3. System maintenance: Perform regular maintenance and updates on VIP clients’ devices, including laptops, desktops, mobile devices, and peripherals.
4. Videoconferences: Ensure videoconferences are working correctly, troubleshoot issues during meetings, and provide technical assistance to participants.
5. Incident management: Track and manage incidents using a ticketing system, ensuring issues are documented and resolved timely.
6. Ownership: Engage with clients, interpret their needs, offer solutions, and take ownership of resolutions or coordinate with line of business partners.
7. Collaboration: Work closely with other IT teams to escalate and resolve complex issues, ensuring seamless support.
8. Training and support: Provide training and guidance on new technologies and software applications.
9. Proactive support: Alert managers to current or potential system issues or customer service needs.
10. Security: Follow company procedures and policies to maintain standards and quality of service.
11. Knowledge of Windows 10 and 11 Professional, macOS in enterprise environments.
12. Knowledge of user/devices administration tools: Active Directory, Intune, O365 admin portal, Exchange, Azure.

Requirements

• Minimum of 5 years of experience in IT support, especially VIP or executive support.
• Proficiency in Windows OS, hardware, mobile device management, and enterprise software, including ticketing systems like Jira or Remedy. Familiarity with macOS is highly desirable.
• Excellent communication and interpersonal skills, capable of interacting effectively with high-level executives and IT teams.
• Strong analytical and problem-solving skills, with an active approach to resolving issues.

Competences

• Fluency in English; Spanish is highly desirable.
• Organized, methodical, and proactive.
• Ability to work in a team and communicate effectively, especially with VIP users.

Benefits Package: At Verisure, we offer a comprehensive benefits package, including:

• Birthday off as a special day.
• Onsite coffee shop and canteen.
• Discounted gym and health club memberships.
• Private healthcare with BUPA and MediCash.
• PerkBox discounts and freebies.
• Employee referral cash rewards.
• Enhanced maternity and paternity schemes.
• Discounts on alarm systems.
• Cycle to Work Scheme for a greener lifestyle.

Career Opportunities

Verisure promotes internal mobility, training, international opportunities, and skill development, with a focus on high-quality service and customer satisfaction.

Diversity & Inclusion

We are an equal opportunities employer encouraging applicants from all backgrounds. We value diversity and inclusion and are happy to accommodate any specific requirements during the recruitment process.