User Support Engineer

**Creative global design studio | Open culture | Award-winning workplaces**

**About us**

With nine design studios spread around the world, chances are you’ve seen our work before.

We work across architecture, landscape architecture, interior design, and urban design - a rich multi-disciplinary mix of skills and perspectives that unlocks the economic, social and cultural value of projects.

We combine our creative design expertise with capabilities in strategy, research, technology, and experience design, and we regularly collaborate with experts and partners from further afield.

Through our work, we're trying to build a more inclusive, sustainable future for communities - and create a more socially and ecologically resilient world.

We believe design has the power to move us from ‘the new normal’ to ‘the new beautiful’ - reconnecting people and reimagining how places can be designed to sustain us and our environment.

**About the team**

From Shanghai to San Francisco, London to Sydney, our studios are creative environments that inspire collaboration and invite our clients and partners in. To be able to keep creating places people love right across the globe, we need to ensure that we have the right technology to collaborate efficiently and successfully.

Technology moves fast and the possibilities are endless, so our technology team investigates, implements and supports everything from the devices we use and software updates to core infrastructure upgrades.

**About the role**

As a key member of the Hassell Global Support Team, this position is to provide local and global support to the staff of Hassell in their use of the information and communication systems. This is a team-based role in which you are expected to actively participate within the broader Hassell Technology team.
- Logging and troubleshooting level 1, 2 & 3 incidents for desktop, server and networking incidents
- Escalations to Hassell Technology team or 3rd party vendors where required; management through to resolution
- Providing exceptional consultation services to key Hassell stakeholders regarding challenging business issues
- Following Hassell technology process and procedures
- Assisting with any project work undertaken onsite including hardware and software as rollouts as directed by the Senior Technology Team or Head of Technology
- Regular auditing of site infrastructure to ensure operational availability
- Completing operational activities including backups, test restores and health checks
- Contributing to monthly reporting and identifying recurring issues
- Contributing to continual service improvement within the environment and the Hassell Technology team
- Providing IT induction training to new employees in line with IT policies
- Updating site documentation and IT policies where required
- Maintaining site facilities including studio security, cabling and cabinets
- Reporting Occupational Health & Safety hazards in line with company policy
- Regular consultation with Hassell Technology and vendor partners
- After-hours maintenance activities as required

**About you**
- Strong knowledge of IT concepts and infrastructure
- Understanding of ITIL framework
- ITIL Foundation Certification preferred
- Microsoft Server Certification (MCSA) desirable
- Foundation Networking Certification desirable
- Previous experience providing autonomous onsite support
- Previous experience managing delivery against Service Level Agreements
- Previous involvement in implementing service improvements
- A strong client focus with excellent customer service skills and strong sense of urgency
- Excellent communication skills, both verbal and written
- Good analytical and problem solving skills
- Excellent prioritisation and time management skills
- Ability to articulate technical information in a user-friendly manner

**Extensive experience with troubleshooting and administering within the following areas**:
**_**Microsoft Windows 10
- Microsoft Server 2012R2/2019
- Troubleshooting Windows networks
- Dell, HP servers, workstations and laptops
- Active Directory / Azure AD
- Office 365
- Microsoft Teams
- Storage & Backup Applications (e.g Commvault)
- End user device management, imaging (Microsoft SCCM)
- AWS and Azure
- Communications / Server rack maintenance

**Why Hassell?**

We value diversity, employing people across a number of regions, representing many different cultures and ethnic backgrounds. Our team has access to a range of benefits to support development and wellbeing:

- Creative studio working environment
- Inter-studio transfer opportunities
- Development and training including access to an online training program
- Wellbeing benefits
- Flexible start and finish times, part time and job share arrangements
- Professional memberships
- Study assistance

Hassell is an Equal Opportunity Employer.