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IT Support Administrator

Role: IT Support Administrator

Role Overview:

‘SIE Enterprise IT Support – Europe’ provides support services to the European user base. The broad computing environment runs Microsoft Windows as the core operating system for desktops, laptops and thin clients, integrated with Active Directory and Microsoft Windows Servers.

In addition, the team supports an expanding Apple Mac environment running MacOS on Apple iMac’s and MacBook Pro’s. As part of this expansion, Apple devices are enrolled under central management using JAMF Pro.

The IT Support team fills a key role within the Enterprise IT function. The objective is to ensure Tier 2 support services are delivered effectively and efficiently within a culture of continual service improvement, aligned to the direction set by SIE IT.

The role principally focusses on the provision of technical support of systems and services to the internal user base and other SIEE IT customers. The IT Support Admin will work in a team of 10+ (across the European offices) and have shared responsibility for maintaining working standards and robust processes.

The role is principally based in Paris [SIE France] and will also have shared responsibility for the SIE Benelux office in Hilversum, The Netherlands. On an agreed schedule, there is expectation to visit the London office to participate in team training and in-person upskilling. Additionally, onsite support of other SIE sites across Europe and others on request, will form part of ongoing responsibilities.

The wider team is responsible for request fulfilment and incident resolution of systems and services beyond the remit of the Global IT Service Desk, with some involvement in the progression of other functions including service readiness, knowledge management etc.

Core team objectives include:

• delivery of Tier 2 IT support to the internal SIEE business
• proactive alignment with technical direction provided by Operational / Technical / Project teams
• coordination of Service Readiness activities to ensure projects move seamlessly into the support environment
• local asset management - control and full auditability across relevant site/s
• maintained focus on continual service improvement

What you’ll be doing:

• All onsite IT support for principal SIE ‘home’ office [SIE France]
• Shared responsibility for secondary SIE Territory office [SIE Benelux]
• Regular scheduled onsite support visits to other European offices
• Documentation and maintenance of Server rooms at key sites
• Commitment to ‘Return to base’ training in the Regional Headquarters, London office
• IT Asset management including stock control and ordering processes for both key sites, extending to other offices across mainland Europe as required
• Travel to other SIEE sites as required
• Progression of Service Requests in accordance with policy and with a focus on customer service
• Proactive Incident resolution within SLA, working closely with 3rd line resolver groups
• Operational readiness activities for projects and new services transitioning to BAU support
• Utilisation of escalation procedures for Incident Management focussing on timely resolution
• Security awareness in line with Global Information Security Policy and Global Information Security Standards
• Active participation in weekly team meetings and commitment to the global IT organisation
• Project support as required
• Workload and ticket management – central shared SIEE T2 ticket queue
• Shared responsibility for the maintenance of knowledge articles
• Integration with standard 'joiners, movers, leavers' processes extending to IT inductions and h/w lifecycle (provisioning, upgrades and retrieval)

What we are looking for:

We’re looking for someone with a dynamic and proactive approach to IT support; someone who can communicate effectively in both French and English, to Leadership, working autonomously and confidently within the agreed global practice and procedures.

• Commitment to next-level response times
• Exceptional customer service with a focus on Employee Experience
• Efficient issue resolution, prioritising business continuity
• Proven business acumen resulting in the ability to identify priorities and act accordingly

If you love working in IT, are comfortable working with all levels of the business and are highly self-motivated, this could be the role for you!

Technical

• Proven Tier 1&2 support experience within an enterprise environment
• Good working knowledge of Microsoft Windows 10 enterprise
• Good working knowledge of MacOS within corporate environments (desirable)
• Good working knowledge of the Microsoft Office Suite for Windows and MacOS
• Microsoft Outlook, Exchange and O365
• Ivanti (LANDesk), Apple Device Central Management (MDM/JAMF Pro experience ideal)
• Intermediate networking skills (TCP/IP, basic understanding of network topology including wireless protocols, switches, routers etc).
• Firm grasp of ‘Group Policy’ concepts e.g. order of processing, enforcing, restriction identification
• Basic understanding of Windows Command Line/PowerShell & Apple Scripting/BASH

Non-Technical

• Exceptional customer service and support focus
• Fluency in both French and English (+ German language, advantageous)
• Proven commitment to troubleshooting, diagnostics and root cause analysis
• Ability to foster and maintain cooperation and communication across the SIE business at all levels and across all functions
• Understanding of Project Management, Agile methodologies, PMO functions and Service Transition

Qualifications

• Microsoft certification such as Win10 MCP MCITP, MCTS
• Apple certifications for MacOS such as ACSP ACTC