Time Type:
Full time
Working Pattern:
Hybrid
Purpose of the Role
AEGIS London are seeking a hands-on IT Support Technician working as a member of the IT Service Desk team working in a fast-paced environment. The IT Support Technician will be supporting the team to deliver a top-tier, customer focused and proactive support function, managing incident and service requests, adhering to KPIs and SLAs. In addition, ensuring compliance with AEGIS London policies, processes and controls, with a deep focus on all ITIL service management practices, identifying access management, joiners, leavers, movers’ processes, and managing and resolving complex support issues for our end users.
The IT Support Technician may manage small IT projects, such as hardware refreshes, application testing / rollouts, as well as transition new larger scales projects/services into BaU support. The role holder will have some responsibility for the effective management of IT assets and hardware provisioning to deliver IT systems and services that meet the business goals and objectives. This is an excellent opportunity for someone with solid IT support experience to join and help enhance a collaborative and forward-thinking IT Service Desk team.
Duties and Accountabilities
- Liaise with business users to understand, troubleshoot and resolve IT related incidents and requests, ranging from simple access requests to more complex incidents
- Proactively seek way to improve IT Support processes and make recommendations to the IT Service Desk Manager
- Ensure day-to-day IT operational checks are fulfilled, such as meeting room checks, application availability etc. and address failures, where required
- Communicate information across teams about known errors and workarounds relating to incidents and problems. Escalating where necessary
- Proactively engage with third party suppliers to ensure the timely resolution of any incidents and requests relating to their services
- Produce high standard of documentation, such as user guides and technical procedures
- Contribute to and, where appropriate, lead on a variety of IT tasks and projects, such as maintaining inventories, hardware provisioning, Software installs, Asset tracking, IAM, and video conferencing
- Undertake and lead on other ad hoc tasks or projects as they arise
- Be part of an on call Out of Hours Rota
Skills, Knowledge and Experience
The successful candidate will:
- Have demonstrable experience experience in a similar role. Exposure to a financial services or insurance environment would be advantageous.
- ITIL Certified at minimum foundation level
- Be technically competent with good all-round knowledge of Windows 11, Azure Entra, Office 365, Azure Admin, Teams, Exchange, SharePoint, Citrix, and printing technology.
- Strong experience in endpoint management Intune.
- Experience using JIRA Service Management & Service Now would be advantageous
- Have a strong understanding of Joiners, Movers and Leavers. Being able to follow standard operating procedures is essential.
- Exposure to the following applications: OpenBox, Impact, DocoSoft, RMS, ProCede would be advantageous
- Have experience supporting AV/Media support, Crestron technology, Team meeting room set up
- Have excellent interpersonal, verbal and written communication skills, and be able to produce documentation (user guides, technical support docs) to a high standard
- Be able to own complex service requests, incidents and problems through to resolution
- Provide excellent hardware and application support to business customers
- Possess strong analytical / problem-solving skills and have good attention to detail
- Be eager to learn and enhance own abilities and develop technical skills
- Be comfortable communicating across all levels of the organisation and able to translate technical resolutions to employees
AEGIS Values
Fairness and respect
We make decisions considering the best interests of key stakeholders. We are direct and straightforward in our actions, working collaboratively to create a culture of fairness and respect.
Open and inclusive
We act with integrity, valuing diversity of thought and background. We take time to listen to the needs of our customers, stakeholders and colleagues working together to seek and share information.
Ambitious
We have a passion for success, aspiring to be recognised as best in class. We embrace new opportunities, encouraging innovation in pursuit of our goals.
Striving to be better
We strive to improve at all times, challenging complacency, being agile and adapting to change. We always seek to improve our customers’ experience with us.
Investing in people’s potential
We provide an environment where each employee can reach their personal potential. We encourage personal accountability for performance and individual ownership for growth and success.
AEGIS London is an equal opportunities employer and recognises the value of a diverse workforce in facilitating better decision making and business growth. We encourage a variety of differing views, perspectives and insights to create a collaborative working environment. Diversity and Inclusion are fundamental to our business and we encourage applications from all backgrounds recognising the diversity of society and our customers.
It’s important to us that you are able to perform at your best when applying for a role with AEGIS London. If there are any adjustments we can reasonably make to ensure that the process is accessible for you please telephone us on+44(0)20 7856 7856or email recruitment@aegislondon.co.uk
As a business, we understand individual circumstances may differ and aim to be adaptable and to support flexible working practices. Talk to our recruitment team to understand how AEGIS London can help support you in reaching your full potential
