Service Desk Technician L2

Service Desk Technician L2 with A/V Events experience (Predominantly MAC/iOS Environment - 90%)

: London, England  - Monday through Friday

• Experience with conference room trouble shooting.

• Familiarity with systems such as Google Meet.

• Minimum 2 years of experience in a Help Desk role w/walk-up service required, VIP support preferred.

• Experience supporting user requests and performing break/fix or remote installations as needed.

• Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required.

• Advanced working knowledge of collaboration tools such as Slack, Teams and Google Workspace required

• Provide hardware and software IT support and technical education to end users both remotely and onsite.

• Applies critical thinking to efficiently troubleshoot simple and complex user requests and issues. and provides as much context and information as possible to deliver the best solutions as -quickly as possible.

• Troubleshoots client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, password resets, etc.

• Supports user requests and performs break/fix or remote installations as needed.

• Leads in ticket processes and provides coaching for other Technicians when workflow deficiencies are identified.

• Has deep understanding of defined team metrics, such as backlog, aging, effectiveness; and takes actions based on the current trends in Service.

• Document our systems and ensure our processes are always improving.

• Displays learning agility by actively seeking answers when technically challenged.

• Seeks feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements.

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