IT Support Lead

IT Support Lead

Key Responsibilities / Accountabilities

· IT Support Lead, providing 1st to 3rd line support for regional US employees.

· 1st point of contact for all high priority Incidents and requests for executives and senior business stakeholders.

· Maintaining an excellent standard of support, and building relationships with key execs/PA's

· Managing tickets via group service management tool, ServiceNow

· Mobile device support and advanced troubleshooting skills (Apple & Android technologies)

· Advanced troubleshooting, taking ownership of wider impacting issues and root cause analysis

· Liaising with and delegating tasks to relevant support teams for escalation

· Daily checks, triage and support of on-site AV systems and conference rooms

· Local printer support, inc Liaising with 3rd parties to ensure prompt diagnosis and remediation.

· Active Directory Users and Computer administration

· Microsoft product support (Windows 11, O365)

· Basic MAC OS X support

· Basic network troubleshooting skills

· Participate in ad-hoc support requests, Desk moves, Desk side support and home visits.

· Supporting the Connecticut office up to two days per week.

· Travel to other US office locations to support senior executives during business-critical conferences/meetings.

· Ensuring adequate in-office support cover throughout core business hours 7am to 7pm (Mon-Fri)

· Potential for weekend support and out of hours support where necessary (inc weekends and Bank holidays)

Skills and abilities needed to perform role

· An understanding of the importance of excellent customer service and a "can do" attitude

· Excellent communication skills, both written and verbal

· The ability to interact confidently with senior management, clients and colleagues

· The ability to work very well in a team environment

· The ability to think logically and remain calm under pressure

· Strong prioritisation skills and ability to follow process

· Patience and empathy when dealing with customers and colleagues

· Effective problem solving skills based on clear reasoning and sound rationale

· Tactful, diplomatic and able to thrive in an ever-changing environment

· Ability to work pro-actively, under pressure and independently with minimal direction

· A good understanding of mobile devices, such as Apple smartphones and tablets

· Strong background in Microsoft products, Microsoft Office and Windows versions

· Familiarity and comfort in using web conferencing, collaboration tools and applications such as Microsoft Teams, Zoom, WhatsApp, Cisco Webex etc.

Knowledge and Experience

· IT industry experience

· Microsoft Windows 11

· Microsoft Office M365

· Microsoft Teams

· Video Conferencing Technologies

· Apple OSX/Apple Mobile

· Active Directory

· Mimecast

· ITIL Best Practice

· Remote Support Tools

· Incident, Request, Problem and Change Management

· Knowledge of administrative and clerical procedures

Compliance and Regulatory Responsibilities

· To remain compliant with FCA requirements at all times

· To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.

· To share ideas, best practice and other information within the team

· Ensure that own performance, HR and T&C records are up to date and meet the Company's requirements

· Maintain accurate records and deal with correspondence appropriately

Professional Qualifications

· Relevant professional IT qualifications

· ITIL Foundation V4