End User Support Executive

Purpose and Scope

Our Client is embarking on a major transformation journey that focused on improving value, deepen market presence, and capture product innovation and growth. At the core of this transformation is the Company's Digital business aiming to further strengthen its leadership position through the modernization and innovation of its technology capability. The candidate will be responsible for all end user computing support and delivery of group defined solutions.

Role and Responsibilities

• Provide assistance, knowledge and user support in all aspects of IT to ensure the company business gets maximum benefit from IT systems

• Technical support to Desktop, Local Area Network (LAN\WiFi) and all business applications.

• Perform system changes and developments to any of company systems and applications to agreed standards and timescales.

• Install standard business desktop/laptop Images to an agreed standard.

• Configure and install appropriate hardware/software to the user's desktop in a professional manner and timescale in order to meet business needs.

• Provide basic hardware/software configuration, fault finding and problem resolution.

• Conduct routine maintenance, monitoring and administration on IT systems, hardware, network, and business applications.

• Provide video and audio-conferencing system support to end users

• Supporting D&T projects/initiatives

• Liaise with external support organisations to ensure their service meets company business requirements e.g. Service Desk, Telecoms provision and support.

• Answer technical queries and meet operational service levels

• Ensure own work satisfies quality requirements and is documented to departmental standards with all associated databases updated.

• Work as a team member and share knowledge with colleagues.

• Work to agreed personal development plans to broaden the skill range available for all systems and application areas.

• Generate KPI's and reports to publicise and share details on the IT service and IT activities.

• Provide user training, hints and tips and other user assistance as required on company's systems and applications.

• Provide purchasing advice to and purchase IT equipment on behalf of the business, place orders and manage the stock of IT equipment and spares.

• Be available to support the business during 'out of core hour' working time.

• Overall management and delivery of Unified Communication, Telephony, Audio Visual and Video Conferencing products/solutions.

• Proactively supports and operates solutions and takes measures to enhance processes and improve service delivery.

• Monitoring of Unified Communication, Telephony, Audio Visual and Video Conferencing Infrastructure to ensure optimal service delivery.

• Support local and overseas\remote offices Unified Communication, Telephony, Audio Visual and Video Conferencing infrastructure.

• Manage incidents and requests from customers.

• Administration and patching of Unified Communication, Telephony, Audio Visual and Video Conferencing products/solutions.

Job requirements

• A sound range of IT skills, which need to be kept up to date in line with IT developments in the business.

• Have a basic understanding of the desktop and LAN\WiFi\WAN technical domains, involving familiarity with a wide range of environmental components and support tools.

• Good knowledge of computer hardware, Windows and Mac operating systems, and software applications

• Good understanding of mobile / smart devices, Android, and iOS

• Good working knowledge of video conferencing platforms, Zoom, BlueJeans, Skype for Business

• Good working knowledge and experience in managing Office365 and Azure

• To demonstrate the ability to acquire and apply new technical knowledge, be able to work without close supervision.

• Work to high professional and personal standards in a disciplined manner to agreed standards and procedures and maintain appropriate databases and documentation

• The ability to work within a complex technical environment and able to perform tasks and resolve problems on a variety of systems and applications

• The ability to work within a team and be willing to share learning and to learn from others.

• Possession of good verbal and written communication skills.

• Maintain good personal skills and an ability to cope with potential conflict.


Qualifications and Experience

• IT / engineer related diploma from polytechnic or degree from university

• Microsoft Certified Systems Engineer (MCSE) or a COMPTIA certification would be beneficial.

• ITIL Foundation V3 would be beneficial

• Thoroughness for investigating and monitoring systems and tenacity for resolving the root cause of problems.

• Familiarity with professional development standards

• Thorough knowledge of IT products and the marketplace

• Maintaining a good network of contacts within IT and within the business

• It is beneficial to have experience in the following technical support areas – Windows operating systems, LAN / WiFi / WAN, Office 365, Office products Outlook, Internet Web Browsers, Skype, Zoom, BlueJeans messaging and conferencing.

• Preferably has background and knowledge in IP-based Unified Communication, Telephony, Audio Visual and Video Conferencing technology

• Technical working knowledge of on premise and/or hosted contact center solutions, features, and capabilities, IVR and common business call flow.

---