Senior Onsite Technician- VIP Support

The Productivity Institute, LLC; 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 IT support to VIP clients in London. This role demands a proactive individual with a strong technical background and excellent communication skills. You'll be responsible for diagnosing and resolving complex technical issues, ensuring that high-profile users receive top-notch service. In addition to technical expertise, your ability to build relationships and collaborate with various IT teams will be crucial. Join a forward-thinking organization that values your contributions and offers a comprehensive benefits package, including private healthcare and professional development opportunities.

Benefits

Birthday Off

Onsite Coffee Shop

Discounted Gym Membership

Private Healthcare

Employee Referral Program

Enhanced Maternity/Paternity Schemes

Cycle to Work Scheme

Qualifications

• 5+ years of experience in IT support focusing on VIP users.
• Proficiency in Windows and macOS, with strong communication skills.

Responsibilities

• Provide dedicated IT support to VIP users, resolving technical issues promptly.
• Perform regular maintenance and updates on devices for seamless operation.

Skills

IT Support

Technical Troubleshooting

Windows 10 and 11

macOS

Active Directory

Communication Skills

Problem-Solving

Tools

Jira

Remedy

Intune

O365 Admin Portal

Exchange

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 to success in this role.

Main responsibilities

1. Provide dedicated support (computers, printers, phones, tablets): 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 work correctly, troubleshoot issues during meetings, and provide technical assistance to participants.
5. Incident management: Track and manage incidents using a ticketing system, ensuring all issues are documented and resolved timely.
6. Ownership: Responsible for engagement, interpreting client needs, offering solutions, and taking ownership of resolutions or coordinating 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 approach: Alert managers to current or potential system, application, or customer service issues.
10. Security: Follow company procedures and policies to ensure 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

1. Minimum of 5 years of experience in IT support, with a focus on VIP or executive support.
2. Proficiency in Windows operating systems, hardware, mobile device management, and enterprise software, including ticketing systems like Jira or Remedy. Familiarity with macOS is highly desirable.
3. Excellent verbal and written communication skills, with the ability to interact effectively with high-level executives and IT teams.
4. Strong analytical and problem-solving skills, with an active approach to resolving issues.

Competences

• Fluency in English
• Spanish language skills are highly desirable
• Organized and methodical
• Ability to work in a team
• Proactive mindset
• Strong communication skills, essential for interacting with VIP and high-profile users.

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

• Enjoy your birthday off as a special treat.
• Satisfy your cravings at our onsite coffee shop and canteen.
• Stay active with discounted gym and health club memberships.
• Access private healthcare with BUPA and MediCash cash plan.
• Unlock discounts with PerkBox.
• Earn rewards through our employee referral program.
• Enhanced maternity and paternity schemes.
• Discounts on alarm systems.
• Contribute to a greener lifestyle with the Cycle to Work Scheme.

Verisure Career Opportunities

We offer internal mobility, training, development, international opportunities, and tools to develop new skills. Our focus on quality results in high customer satisfaction and loyalty, with strong global growth and retention rates.

Diversity & Inclusion

Verisure is an equal opportunity employer. We value diversity and encourage applicants from all backgrounds. We promote an inclusive culture and support all employees to succeed. Please contact us for any specific requirements during recruitment.