Desktop Support Specialist - L3

Global Relay; London (KY); On-site; USD 59,000 - 86,000; Full time

Job summary

Global Relay seeks a senior Desktop Support Specialist – L3 to deliver advanced end-user support across desktop, A/V, and mobile devices for staff. You will act as SME, handling complex escalations and collaborating with IT teams on strategic initiatives.

The role requires 5+ years in enterprise desktop support, strong Windows/macOS/Linux knowledge, and proven experience with SCCM/MDT and AD/GP. Excellent English communication is essential.

Qualifications

• A post-secondary degree or diploma in Technology Management or equivalent.
• 5+ years’ experience building, troubleshooting, and repairing desktops and laptops in an enterprise environment.
• 5+ years’ experience supporting conference rooms, auditoriums and meeting rooms, including all hardware and A/V equipment.
• Advanced knowledge of Windows, macOS, and Linux (Ubuntu/Landscape) hardware and operating systems.
• Hands-on experience with SCCM/MDT for Windows, Landscape for Ubuntu, MDM for mobile devices.
• Advanced knowledge of Active Directory and Group Policy management in a managed desktop environment.
• Experience with end-user applications including Outlook, Office, Visio and Project.
• Scripting (PowerShell) and desktop automation (SCCM/MDT).
• Strong networking basics and ability to configure end-user devices.

Responsibilities

• Provision and setup of End-User devices (desktop, laptop, mobile), and Office/Exchange/AD management.
• Advanced investigation and resolution of A/V hardware and meeting room equipment issues.
• Support for Windows, macOS, and Linux desktops and related software.
• Manage ticketing system: create, track, and close requests.
• Deploy and manage workstations using SCCM/MDT, Landscape, and Airwatch; create deployment packages.
• Configure and maintain Group Policy Objects and security policies.
• Perform regular checks of conference room equipment and VOIP systems.
• Mentor and train team members; contribute to team strategy discussions.

Skills

Windows

macOS

Linux

PowerShell

Troubleshooting

Communication

Networking basics

Education

Technology Management degree

Tools

SCCM/MDT

Landscape

MDM

Active Directory

Group Policy

Job description

Who we are:

For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

Your role:

The Desktop Support Specialist – L3 provides advanced technical and end-user support for desktop workstations, client-server based desktop applications and related corporate wireless devices to all staff. This role also is a Subject Matter Expert (SME) for the team and will function as the highest level of escalation for problem resolution.

Responsibilities include but are not limited to: timely troubleshooting and resolution of any hardware problems on desktop workstations, wireless devices including laptops, tablets, cell phones, printers, and plotters, as well as application software, and operating systems. Conference room, auditorium and meeting room equipment installation and support, including the ability to support business critical meetings. As a SME, you will be responsible for resolving the most complex of issues assigned to the Desktop Support team.

The role will provide advanced support to non-windows based desktop operating systems such as Ubuntu and other End-User applications. The role will require advanced knowledge and experience working with ticketing and desktop management applications and systems.

These responsibilities require both independent and team-based investigation, initiative, good judgment, good communication and problem solving skills as well as the ability to work in a team or with minimal supervision. The role will also participate in training and mentoring to other team members.

Your responsibilities:

• Timely and high quality delivery of corporate services and assets such as the provisioning and setup of End-User devices (desktop, laptop, mobile device, workstation, and workspace), Microsoft Office, Microsoft Exchange, Microsoft Active Directory and overall management of corporate assets
• Advanced Investigation, diagnoses, troubleshooting and upgrade A/V hardware and meeting room equipment. Including Poly, Crestron and Zoom support.Assist with the installation, configuration and ongoing usability of End-User devices, peripheral equipment and software for both local and remote users
• Investigation, diagnoses, troubleshooting, administration and final resolution of all assigned work relating to supported: operating systems, desktop applications, hardware, and peripherals including but not limited to Windows 10, Microsoft Office Suite, Anti-Virus, Adobe suite products, AirWatch UEM MDM, iOS, Ubuntu, VirtualBox, Corporate Mobile Devices
• Troubleshooting basic network issues for user’s workstation
• Deployment and manage user’s workstations using SCCM/MDT, Landscape and Airwatch
• Creating and administering packages for mass deployment using SCCM, Landscape
• Monitoring and creating workstation and user based group policies in Group Policy Objects (GPO)
• Performing regular audio video equipment checks for the conference room machines
• Assist in maintaining internal systems like VOIP telephone systems and telephone peripherals
• Tickets and ticketing system including: creation, administration, action, and closure of assigned work ticket requests
• Evolution and support of the desktop deployment automation tool suite
• Ability to navigate Active Directory in support of user object and computer object related issues
• Developing and enhancing internal procedures and ensuring that all documentation, run books, knowledge base articles, project plans, business cases, and Method of Procedures (MOPs) are up to date
• Contribute to team strategy discussions

About you:

• A post-secondary degree or diploma in Technology Management with experience supporting desktop computing needs within a networked environment, or equivalent combination of education, training and experience.
• 5+ years’ experience building, troubleshooting, and repairing desktops and laptops in an enterprise environment
• 5 + years of experience supporting conference rooms, auditoriums and meeting rooms, including all hardware and A/V equipment.
• Advanced knowledge of, and experience with: Microsoft Windows, Apple, and Linux (Ubuntu/Landscape) hardware and operating systems
• Hands on experience with SCCM/MDT for Windows, Landscape for Ubuntu , MDM for mobile devices .
• Advanced knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment
• Advanced knowledge and working experience with end-user applications including: AntiVirus, Microsoft Exchange, Microsoft Office Suite and related applications such as Outlook, Visio and Project
• Demonstrated experience with scripting (PowerShell) and desktop automation (SCCM/MDT)
• Comprehensive understanding of local area networking and the setup and configuration of end user devices, such as desktops, printers and other wireless devices
• Demonstrated ability to work collaboratively in a team environment as well as independently in an effective and organized manner, within a complex and challenging environment
• Ability to train and mentor other team members
• Ability to prioritize assigned workload and respond quickly to critical issues
• Comfortable working under pressure in a fast-paced setting
• Excellent interpersonal and communication skills in both verbal and written English
• Highly resourceful with good problem-solving abilities
• Enthusiastic and with a commitment to learning, and passing along their knowledge

Global Relay is unable to offer visa sponsorship for this position. Candidates must have the right to work in the UK at the time of application.

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.