Smart Hands Technician - London

Accenture PLC; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days vacation

Private medical insurance

Charitable leave days

Job summary

Accenture in London is seeking a Smart Hands Technician to provide professional end-user IT support, manage meeting room tech, telephony and AV equipment, and install network hardware across data center environments.

You will patch in network drops, install software on devices, handle tickets, document processes, and work in a 24/7 on-call rotation with a focus on security, audit readiness and customer service.

Qualifications

• Ability to read, write, speak and understand English.
• Strong working knowledge of cable management.
• Able to interpret multi-device information spreadsheets and vendor installation specification documents.
• Strong problem-solving and decision making capabilities.
• Self-motivated and able to work with minimal supervision.
• Excellent written and verbal communication.
• Proven ability to maintain and build a strong customer focused service environment.
• Ability to create and maintain clear and detail oriented documentation of processes and procedures.
• Proficient in Visio, Microsoft Office, ServiceNow, SharePoint and Internet Technologies.
• Proven knowledge of ITIL processes including change management, service requests, problem management and incident management processes.

Responsibilities

• Professional support of end-users, including VIP users.
• Support meeting room technology, telephony and audio visual equipment.
• Install network equipment and patch infrastructure in tele-data closets and patch in network drops using copper and fiber patch cords.
• Install software on physical devices, following defined procedures.
• Escorting and assisting visitors / third parties onsite.
• Handle trouble tickets, using the defined tracking and trouble management system.
• Rack and stack, or install equipment including: meeting room technology, network switches and routers, servers, storage and data management devices, power distribution devices, patch cable network connections to equipment including copper and fiber, any other equipment necessary for operations.
• Power cycling of equipment.
• Handling storage & back up tapes. LTO tapes etc.
• Receive, asset tag, store and deploy equipment and tools for data center operations as necessary.
• Escalation and emergency response to circuit and customer equipment troubles on a 24/7 on-call rotation basis.
• Perform asset installations in a production environment
• Perform daily walk-through of defined spaces to check for alarms and issues in equipment.
• Document discovered issues through the defined process and communicate with customer and device owners to drive resolution.
• Follow internal processes when receiving equipment for our customer Tasks involve capturing images of packages, creation of itemized inventory, documenting information in ticketing system then physically placing received hardware into secured storage.
• Comply with security policy and contribute to audit activities following a defined process.
• Provide timely and accurate asset and ticket updates in the tools, data bases, and folders as necessary and directed by Supervisor
• May assist in overseeing sub-contractors and vendors, ensuring that all work is performed according to established practices and procedures.
• Maintenance of documentation in accordance with defined process.

Skills

English proficiency

Cable management

Multi-device spreadsheets

Problem solving

Self-motivated

Written and verbal communication

Customer-focused service

Documentation

IT tools proficiency

ITIL processes

Education

Associate degree or equivalent

Tools

Visio

Microsoft Office

ServiceNow

SharePoint

Job description

Role: Smart Hands Technician

Location: London

Travel:

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.

We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.

“Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO

Smart Hands Technician Responsibilities

• Professional support of end-users, including VIP users.

• Support meeting room technology, telephony and audio visual equipment.

• Install network equipment and patch infrastructure in tele-data closets and patch in network drops using copper and fiber patch cords.

• Install software on physical devices, following defined procedures.

• Escorting and assisting visitors / third parties onsite.

• Handle trouble tickets, using the defined tracking and trouble management system. Provides prompt response to trouble and change tickets using the defined tracking and trouble management system.

• Rack and stack, or install equipment including: meting room technology, network switches and routers, servers, storage and data management devices, power distribution devices, patch cable network connections to equipment including copper and fiber, any other equipment necessary for operations.

• Power cycling of equipment.

• Handling storage & back up tapes. LTO tapes etc.

• Receive, asset tag, store and deploy equipment and tools for data center operations as necessary.

• Escalation and emergency response to circuit and customer equipment troubles on a 24/7 on-call rotation basis.

• Perform asset installations in a production environment

• Perform daily walk-through of defined spaces to check for alarms and issues in equipment.

• Document discovered issues through the defined process and communicate with customer and device owners to drive resolution.

• Follow internal processes when receiving equipment for our customer Tasks involve capturing images of packages, creation of itemized inventory, documenting information in ticketing system then physically placing received hardware into secured storage.

• Comply with security policy and contribute to audit activities following a defined process.

• Provide timely and accurate asset and ticket updates in the tools, data bases, and folders as necessary and directed by Supervisor

• May assist in overseeing sub-contractors and vendors, ensuring that all work is performed according to established practices and procedures.

• Maintenance of documentation in accordance with defined process.

Requirements

• Ability to read, write, speak and understand English.

• Strong working knowledge of cable management.

• Ability to interpret multi-device information spreadsheets and vendor installation specification documents.

• Strong problem-solving and decision making capabilities.

• Self-motivated and able to work with minimal supervision.

• Excellent written and verbal communication.

• Proven ability to maintain and build a strong customer focused service environment.

• Ability to create and maintain clear and detail oriented documentation of processes and procedures.

• Proficient in Visio, Microsoft Office, ServiceNow, SharePoint and Internet Technologies.

• Proven knowledge of ITL process including change management ,service requests, problem management and incident management processes.

Related Work Experience

• Prior Onsite end-user IT support

• Experience trouble shooting, hardware maintenance, and Smart

• Hands support of IT equipment

• Structured cabling experience

• Deployment and testing of all networking, storage, and server hardware

• Support of telephony, meeting room and audio visual equipment

Desirable

Associate's degree (A.A.) or equivalent from two-year College or technical school or equivalent combination of education and experience and A+ Certification or CDCP

What’s in it for you

At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice!

Flexibility and mobility are required to deliver this role as there may be requirements to spend time onsite with our clients and partners to enable delivery of the first‑class services we are known for.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.