End User Support Executive

**JD - End User Computing / AV Support Analyst**

**Purpose and Scope**

**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
- 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.
- 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.
- Generate KPI’s and reports to publicise and share details on the IT service and IT activities.
- 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
emote 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 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
- 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 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.

**Preferred Skills**
- Strong interpersonal, communication and presentation skills.
- Must be analytical, self-driven and proactive in keeping up with new technologies and attention to details.
- Independent worker with initiatives, resourceful, positive attitude, friendly deposition, good team player and able to deliver results within tight deadlines.
- Experience of project management tools and techniques to assist in major Information Technology implementation projects.
- Some on-call or after-hours work may be required

End User Support Executive