Job Title : Local Technology Support Administrator Location : Birmingham Salary: £23,920 - £27,040 per annum, depending on experience Job Type: Full time - Permanent Closing date for applications: 12th May 2024 Employer: BIMM University Department: Technology Are you passionate about providing exceptional technical support in a dynamic educational environment? BIMM University is seeking a dedicated Local Technology Support Administrator to join our team and ensure the smooth operation of technology services across our campus. If you're a tech-savvy problem solver with excellent customer service skills, we want to hear from you. About the Role : As the Local Technology Support Administrator, you will play a crucial role in maintaining the technical customer service experience on our campus. From managing helpdesk tickets to providing remote and deskside support for students and staff, your efforts will contribute to the seamless operation of technology services, enabling our community to make the most of the resources available to them. What You'll Do: Take ownership of the helpdesk ticket management process at 1st and 2nd line levels, ensuring prompt resolution of technical issues Provide remote and deskside support to campus buildings, assisting both students and staff with their technology needs Collaborate closely with the Regional Technology Supervisor to manage helpdesk tickets efficiently and meet service level agreements Manage staff account creation and retirement, ensuring accurate record-keeping and adherence to security protocols Procure and maintain accurate records of campus technology assets, including device builds and deployment. Coordinate with Technology Operations Managers and Technology Development Managers to implement campus infrastructure changes effectively Maintain strong communication channels with Campus Deans and Faculty Deans to ensure quality of service. Cultivate positive relationships with stakeholders and work with third-party vendors as needed What You'll Bring: A blend of technical expertise and exceptional customer service skills The ability to remain calm, patient, and personable while addressing technical issues Experience managing helpdesk ticket queues in a fast-paced environment, with a focus on prioritization and business needs Proficiency in Microsoft Cloud Technologies, Microsoft client operating systems, Mac operating systems, and Active Directory Knowledge of cyber security best practices, network infrastructures, and printer management Strong communication skills, both verbal and written, with a commitment to accessibility and collaboration. A sense of ownership, integrity, and accountability in your work, with the flexibility to occasionally work evenings and weekends Why BIMM University? At BIMM, we're dedicated to fostering an environment where technology supports learning and creativity flourishes. As a Local Technology Support Administrator, you'll have the opportunity to make a meaningful impact on the student experience, ensuring that our campus remains at the forefront of innovation in education. If you're ready to join a dynamic team and play a vital role in our campus community, apply now and become part of the BIMM University family. We are a values led organisation, meaning our core values underpin all that we do. In addition to joining a committed and dedicated team, you will have access to: 25 days holiday per year (FTE) SMART pension A comprehensive benefits package We continually strive to create a culture of inclusivity so that we truly represent our diverse communities. We particularly welcome applications from people of colour who are underrepresented in our organisation. We are committed to promoting the safety and welfare of our students, therefore all appointments are subject to satisfactory pre-employment checks including DBS. Please click APPLY to be redirected to our website to complete an application form. Candidates with the relevant experience or job titles of; Helpdesk Administrator, Helpdesk Manager, Technology Operations, Cyber Security Officer, Technology Support Coordinator, Support Analyst, Technical Support Specialist, Technical Customer Service, 1st Line Support, 2nd Line Support, ICT Systems Engineer, IT Service Desk Technician, Technical Support, Technical Support Technician, IT Systems Engineer, IT Systems Technician, ICT Technician, IT Systems Support, IT Technician, IT, Technical Support Engineer, Technical Customer Support, Tech Support, Tech Support Services, will also be considered for this role.
Apr 25, 2024
Full time
Job Title : Local Technology Support Administrator Location : Birmingham Salary: £23,920 - £27,040 per annum, depending on experience Job Type: Full time - Permanent Closing date for applications: 12th May 2024 Employer: BIMM University Department: Technology Are you passionate about providing exceptional technical support in a dynamic educational environment? BIMM University is seeking a dedicated Local Technology Support Administrator to join our team and ensure the smooth operation of technology services across our campus. If you're a tech-savvy problem solver with excellent customer service skills, we want to hear from you. About the Role : As the Local Technology Support Administrator, you will play a crucial role in maintaining the technical customer service experience on our campus. From managing helpdesk tickets to providing remote and deskside support for students and staff, your efforts will contribute to the seamless operation of technology services, enabling our community to make the most of the resources available to them. What You'll Do: Take ownership of the helpdesk ticket management process at 1st and 2nd line levels, ensuring prompt resolution of technical issues Provide remote and deskside support to campus buildings, assisting both students and staff with their technology needs Collaborate closely with the Regional Technology Supervisor to manage helpdesk tickets efficiently and meet service level agreements Manage staff account creation and retirement, ensuring accurate record-keeping and adherence to security protocols Procure and maintain accurate records of campus technology assets, including device builds and deployment. Coordinate with Technology Operations Managers and Technology Development Managers to implement campus infrastructure changes effectively Maintain strong communication channels with Campus Deans and Faculty Deans to ensure quality of service. Cultivate positive relationships with stakeholders and work with third-party vendors as needed What You'll Bring: A blend of technical expertise and exceptional customer service skills The ability to remain calm, patient, and personable while addressing technical issues Experience managing helpdesk ticket queues in a fast-paced environment, with a focus on prioritization and business needs Proficiency in Microsoft Cloud Technologies, Microsoft client operating systems, Mac operating systems, and Active Directory Knowledge of cyber security best practices, network infrastructures, and printer management Strong communication skills, both verbal and written, with a commitment to accessibility and collaboration. A sense of ownership, integrity, and accountability in your work, with the flexibility to occasionally work evenings and weekends Why BIMM University? At BIMM, we're dedicated to fostering an environment where technology supports learning and creativity flourishes. As a Local Technology Support Administrator, you'll have the opportunity to make a meaningful impact on the student experience, ensuring that our campus remains at the forefront of innovation in education. If you're ready to join a dynamic team and play a vital role in our campus community, apply now and become part of the BIMM University family. We are a values led organisation, meaning our core values underpin all that we do. In addition to joining a committed and dedicated team, you will have access to: 25 days holiday per year (FTE) SMART pension A comprehensive benefits package We continually strive to create a culture of inclusivity so that we truly represent our diverse communities. We particularly welcome applications from people of colour who are underrepresented in our organisation. We are committed to promoting the safety and welfare of our students, therefore all appointments are subject to satisfactory pre-employment checks including DBS. Please click APPLY to be redirected to our website to complete an application form. Candidates with the relevant experience or job titles of; Helpdesk Administrator, Helpdesk Manager, Technology Operations, Cyber Security Officer, Technology Support Coordinator, Support Analyst, Technical Support Specialist, Technical Customer Service, 1st Line Support, 2nd Line Support, ICT Systems Engineer, IT Service Desk Technician, Technical Support, Technical Support Technician, IT Systems Engineer, IT Systems Technician, ICT Technician, IT Systems Support, IT Technician, IT, Technical Support Engineer, Technical Customer Support, Tech Support, Tech Support Services, will also be considered for this role.
IT Support Engineer Position: IT Support Engineer (2nd Line) Location: Edinburgh, United Kingdom Salary : £25,000 - £30,000 + Excellent BenefitsA leading solicitors has an exciting new opportunity for a 2nd Line Engineer to join them in Edinburgh, supporting internal users and infrastructure. You will be joining a strong IT deparment with a large budget to invest in tech vendors including Microsoft, VMware, Cisco, and many more. Your role as an IT Support Engineer will involve assisting users deskside and remotely with issues ranging from hardware, networking and Office 365. You will also have regular opportunties to engage in project work and gain 3rd line infrastructure experience. What this Position Entails: Project work / infrastructure migrations Customer onboarding projects Customer system upgrades IT Security implementation Providing remote 2nd Line IT Support Ticket assessment, management, and resolution Improving efficiency, processes, documentation, and automation Providing support as escalation point for 1st line team Aiding customer retention and satisfaction Key Skills: Microsoft 365 (inc. Teams, OneDrive, SharePoint) Azure Windows Server 2016 / 2019 / 2022 AD, Group Policy Exchange and Exchange Online Backup and DR Networking and IT Security Excellent end-user skills Benefits: Vendor certifications fully paid for and study support provided Training plans relevant to YOUR areas and paths of interest (Servers, Security, Cloud, Networking etc.) 25 Days holiday, increasing with service Team socials, lunches, and larger company-wide events Staff receive the best and latest hardware, and software, for work/personal use If you believe this is a great match for you, please apply for much more info.
Apr 24, 2024
Full time
IT Support Engineer Position: IT Support Engineer (2nd Line) Location: Edinburgh, United Kingdom Salary : £25,000 - £30,000 + Excellent BenefitsA leading solicitors has an exciting new opportunity for a 2nd Line Engineer to join them in Edinburgh, supporting internal users and infrastructure. You will be joining a strong IT deparment with a large budget to invest in tech vendors including Microsoft, VMware, Cisco, and many more. Your role as an IT Support Engineer will involve assisting users deskside and remotely with issues ranging from hardware, networking and Office 365. You will also have regular opportunties to engage in project work and gain 3rd line infrastructure experience. What this Position Entails: Project work / infrastructure migrations Customer onboarding projects Customer system upgrades IT Security implementation Providing remote 2nd Line IT Support Ticket assessment, management, and resolution Improving efficiency, processes, documentation, and automation Providing support as escalation point for 1st line team Aiding customer retention and satisfaction Key Skills: Microsoft 365 (inc. Teams, OneDrive, SharePoint) Azure Windows Server 2016 / 2019 / 2022 AD, Group Policy Exchange and Exchange Online Backup and DR Networking and IT Security Excellent end-user skills Benefits: Vendor certifications fully paid for and study support provided Training plans relevant to YOUR areas and paths of interest (Servers, Security, Cloud, Networking etc.) 25 Days holiday, increasing with service Team socials, lunches, and larger company-wide events Staff receive the best and latest hardware, and software, for work/personal use If you believe this is a great match for you, please apply for much more info.
You'll be joining the 6th largest IT Service Provider, present in more than 50 countries. From our roots in Japan, NTT DATA's mission is to facilitate business change and technology transformation across many industries for a better future for our business, people and community. Some of the projects we have supported include the digitising of The Open golf tournament and applying Formula 1 technology to support medical staff at University Hospitals Leicester. Everything we do is underpinned by our core values of 'Clients First', 'Teamwork' and 'Foresight' and we achieve these by putting people first. We support and celebrate our differences and preferences, these are what makes us unique. Some of our initiatives, collectively known as "DO Diversity", aim to create a space for us to learn and get involved in building a truly diverse environment. Our Culture & Ethnicity Network gives our colleagues a platform to share their various backgrounds; Our NINGEN programme allows the new generation of NTT DATA employees around the world to connect and shape the future of our organisation and the "City Gives Back" allows us to support our local community that has been affected by the COVID-19 pandemic...and much more! You will be working as Part of a team of Desktop Specialists, in a shared services team. The role will require you to work on multiple clients. The Desktop Specialist - Packaging and Virtualisation role is responsible for effectively and efficiently providing desktop Application Packaging in App-V, SCCM and scripting. You will have a good working knowledge of the Windows OS environment, Office and basic network knowledge, supported by an IT qualifications. You will also be comfortable with working remotely to support users. You will have experience of working in a Desktop environment and have excellent customer skills. You will be capable of managing your work time, be able to resolve IT queries following logical analysis, work as part of a team, have a 'can-do' attitude and complete calls / tasks by agreed deadlines. You will act as an escalation point to the 3rd line engineers and provide guidance and knowledge transfer. You will have a proven track record in application packaging in an enterprise environment. You will have experience of administering virtual machines and a basic level of Azure IaaS experience. The successful candidate will need an understanding of ITIL methodology, excellent administration and communication skills. Responsibilities: Technical • Application packaging and deployment mechanisms, such as SCCM and Intune. • Managing Windows 10 virtual machines on a VMware and Azure platform. • Desktop Application Services including but not limited to - electronic software distribution, patch management, image management, application packaging, mobile device and application management, virtualization. • Security including but not limited to - antivirus, antimalware, antispyware, encryption, single sign on. • Complete Laptop, Desktop builds and setup prior to deployment to the user • Provide remote support for deployment of new equipment or resolution of faulty equipment • Assist multiple accounts in project work as and when required. • Provide a reliable and knowledgeable source of information on IT hardware, software and working practice. • Conduct proactive management of customer environment, identifying potential improvements to deliver increased stability, availability and performance. • Keep abreast of new developments in software, hardware and virtualisation. Administrative • Excellent written and verbal communication skills in English. • Managing Incidents, Problems, Requests and Changes in line with ITIL best practice and ensuring that agreed SLA's and KPI's for the service are maintained. • Liaise with onsite and offshore NTT DATA colleagues, CLIENT teams, and 3rd parties in ensuring quality service is delivered to CLIENT, and bring failing requests to the attention of the Desktop Team Leaders. • Develop sound knowledge of all IT processes. • Ensure that all legal and legislative requirements in relation to IT are adhered to and followed. • On an on-going basis, identify activities that can be performed by 1st and 2nd line support - document and hand-over detailed instructions to the NTT DATA Service Desk. • Conduct health checks and reporting. • Ensure day-to-day activities and processes are documented and uploaded on a central repository (adopted by the service) and shared with other NTT DATA colleagues. • Maintain and update the knowledge base and other tools on a regular basis - detailing known issues & their work-around detailing common/recurring issues & resolution steps • Strictly adhere to NTT DATA and Client policies, processes and guidelines - including timesheet submission, leave communication/logging, the Security Management Plan etc. • Maintenance of records and documentation. Customer / User • Manage the handling and communication between the Company user base and Service Desk process from initial point of contact through to notification of resolution. • Contribute towards Continual Service Improvement by delivering the actions of the Continual Service Improvement Plan and contribute towards the development and revision of the plan managed by the NTT DATA Service Delivery Manager. • Understand the applicable scope, roles and responsibilities detailed in the contract and carry out the outlined activities efficiently on a day-to-day basis. • Participate in cross-training sessions across NTT DATA supported services and develop skills to enable support of other services. • Participate in project meetings and provide operational inputs and consultancy. Ensure operational requirements are delivered and formal hand-over is completed before projects go live • Highlight any operational risks, concerns or issues to the NTT DATA Service Delivery Manager or Team Lead as early as possible Other reasonable duties as determined from time to time Skills required - please list technical or soft skills required from the candidates Essential Criteria: • Comprehensive experience of desktop deployment and support - Packaging • Detailed technical knowledge of application packaging, gained in a hands-on technical support role. o MSI Packaging o App-V packaging (advantageous) o Scripting • Solid understanding of Active Directory, DNS and Group Policy. • Office 365 Applications • Experience of working in an ITIL environment • Experience of working with 3rd party vendors to resolve incidents • Knowledge of Antivirus / Malware tools • VPN technologies and remote working requirements. • Proactively liaising with users in non-technical manner. • Managing difficult users and stakholders. Desirable Criteria: • Microsoft certifications for Windows 10, Office 365 and SCCM • macOS knowledge • Application packaging experience • Knowledge on management of Virtual Desktops (Citrix preferred) • ITIL v3 Foundation is desirable Experience: Experience within a similar customer focused role. Attributes • Demonstrate practical knowledge and problem-solving strategies • Contribute to the continual improvement plan of the department • Focus on professionalism, be 'the best'. • Focus on communication. • Be an efficient, flexible, reliable and continuously improving local technical resource in support of Business Units use, exploitation and development of IT.
Sep 24, 2022
Full time
You'll be joining the 6th largest IT Service Provider, present in more than 50 countries. From our roots in Japan, NTT DATA's mission is to facilitate business change and technology transformation across many industries for a better future for our business, people and community. Some of the projects we have supported include the digitising of The Open golf tournament and applying Formula 1 technology to support medical staff at University Hospitals Leicester. Everything we do is underpinned by our core values of 'Clients First', 'Teamwork' and 'Foresight' and we achieve these by putting people first. We support and celebrate our differences and preferences, these are what makes us unique. Some of our initiatives, collectively known as "DO Diversity", aim to create a space for us to learn and get involved in building a truly diverse environment. Our Culture & Ethnicity Network gives our colleagues a platform to share their various backgrounds; Our NINGEN programme allows the new generation of NTT DATA employees around the world to connect and shape the future of our organisation and the "City Gives Back" allows us to support our local community that has been affected by the COVID-19 pandemic...and much more! You will be working as Part of a team of Desktop Specialists, in a shared services team. The role will require you to work on multiple clients. The Desktop Specialist - Packaging and Virtualisation role is responsible for effectively and efficiently providing desktop Application Packaging in App-V, SCCM and scripting. You will have a good working knowledge of the Windows OS environment, Office and basic network knowledge, supported by an IT qualifications. You will also be comfortable with working remotely to support users. You will have experience of working in a Desktop environment and have excellent customer skills. You will be capable of managing your work time, be able to resolve IT queries following logical analysis, work as part of a team, have a 'can-do' attitude and complete calls / tasks by agreed deadlines. You will act as an escalation point to the 3rd line engineers and provide guidance and knowledge transfer. You will have a proven track record in application packaging in an enterprise environment. You will have experience of administering virtual machines and a basic level of Azure IaaS experience. The successful candidate will need an understanding of ITIL methodology, excellent administration and communication skills. Responsibilities: Technical • Application packaging and deployment mechanisms, such as SCCM and Intune. • Managing Windows 10 virtual machines on a VMware and Azure platform. • Desktop Application Services including but not limited to - electronic software distribution, patch management, image management, application packaging, mobile device and application management, virtualization. • Security including but not limited to - antivirus, antimalware, antispyware, encryption, single sign on. • Complete Laptop, Desktop builds and setup prior to deployment to the user • Provide remote support for deployment of new equipment or resolution of faulty equipment • Assist multiple accounts in project work as and when required. • Provide a reliable and knowledgeable source of information on IT hardware, software and working practice. • Conduct proactive management of customer environment, identifying potential improvements to deliver increased stability, availability and performance. • Keep abreast of new developments in software, hardware and virtualisation. Administrative • Excellent written and verbal communication skills in English. • Managing Incidents, Problems, Requests and Changes in line with ITIL best practice and ensuring that agreed SLA's and KPI's for the service are maintained. • Liaise with onsite and offshore NTT DATA colleagues, CLIENT teams, and 3rd parties in ensuring quality service is delivered to CLIENT, and bring failing requests to the attention of the Desktop Team Leaders. • Develop sound knowledge of all IT processes. • Ensure that all legal and legislative requirements in relation to IT are adhered to and followed. • On an on-going basis, identify activities that can be performed by 1st and 2nd line support - document and hand-over detailed instructions to the NTT DATA Service Desk. • Conduct health checks and reporting. • Ensure day-to-day activities and processes are documented and uploaded on a central repository (adopted by the service) and shared with other NTT DATA colleagues. • Maintain and update the knowledge base and other tools on a regular basis - detailing known issues & their work-around detailing common/recurring issues & resolution steps • Strictly adhere to NTT DATA and Client policies, processes and guidelines - including timesheet submission, leave communication/logging, the Security Management Plan etc. • Maintenance of records and documentation. Customer / User • Manage the handling and communication between the Company user base and Service Desk process from initial point of contact through to notification of resolution. • Contribute towards Continual Service Improvement by delivering the actions of the Continual Service Improvement Plan and contribute towards the development and revision of the plan managed by the NTT DATA Service Delivery Manager. • Understand the applicable scope, roles and responsibilities detailed in the contract and carry out the outlined activities efficiently on a day-to-day basis. • Participate in cross-training sessions across NTT DATA supported services and develop skills to enable support of other services. • Participate in project meetings and provide operational inputs and consultancy. Ensure operational requirements are delivered and formal hand-over is completed before projects go live • Highlight any operational risks, concerns or issues to the NTT DATA Service Delivery Manager or Team Lead as early as possible Other reasonable duties as determined from time to time Skills required - please list technical or soft skills required from the candidates Essential Criteria: • Comprehensive experience of desktop deployment and support - Packaging • Detailed technical knowledge of application packaging, gained in a hands-on technical support role. o MSI Packaging o App-V packaging (advantageous) o Scripting • Solid understanding of Active Directory, DNS and Group Policy. • Office 365 Applications • Experience of working in an ITIL environment • Experience of working with 3rd party vendors to resolve incidents • Knowledge of Antivirus / Malware tools • VPN technologies and remote working requirements. • Proactively liaising with users in non-technical manner. • Managing difficult users and stakholders. Desirable Criteria: • Microsoft certifications for Windows 10, Office 365 and SCCM • macOS knowledge • Application packaging experience • Knowledge on management of Virtual Desktops (Citrix preferred) • ITIL v3 Foundation is desirable Experience: Experience within a similar customer focused role. Attributes • Demonstrate practical knowledge and problem-solving strategies • Contribute to the continual improvement plan of the department • Focus on professionalism, be 'the best'. • Focus on communication. • Be an efficient, flexible, reliable and continuously improving local technical resource in support of Business Units use, exploitation and development of IT.