Associate IT Desktop Support Technician

At Ensono, our purpose is to be a relentless ally, disrupting the status quo and enabling our clients to Do Great Things. As a trusted technology adviser and managed services provider, we help clients navigate continuous change and embrace innovation.

We deliver world-class transformational services across hybrid cloud, infrastructure, mainframe, data, IdAM, and cloud-native solutions, simplifying complex business challenges and creating new pathways to success. Headquartered in the USA and backed by private equity, Ensono has a strong track record in the UK and Europe, with growth plans built on trusted partnerships and deep industry expertise.

Key responsibilities:

Availability & Incident Management

• Provide timely resolution of hardware and software issues on information systems

• Maintain system operations in accordance with regulatory requirements, with focus on confidentiality and security

• Troubleshoot and resolve day-to-day Windows and Mac computer operations, including print, scanning, authentication (AD and Okta), Intune, SCCM, JAMF, and patching

Capacity, Configuration & Architecture Management

• Develop understanding of Ensono's desktop, laptop, tablet, and operating system environments

• Manage profile version control, application version control, license management, and peripherals

• Document and ensure deployed systems meet all hardware and software standards and configurations

• Contribute to system lifecycle recommendations and funding requests

• Work with End User Experience Team and Operations to maintain end-user computing hardware SLAs

Conference Room & Video Conference Support

• Provide service and support for conference room A/V equipment, including projectors and video conferencing systems

• Set up and support video and presentation equipment for company presentations, forums, and townhall meetings

Telephony & Network Support

• Deliver Level 1 & 2 support for phones and network

• Manage support from switch port to desk, including physical phone hardware

Priority Management

• Manage multiple assignments simultaneously, balancing resources, priorities, deadlines, and time

• Collaborate across multiple disciplines and groups

• Work independently when required

Change & Release Management

• Apply IT production and change management best practices across all Information Systems areas

• Proactively communicate changes to all affected parties within the IT department

• Follow and document strict testing and deployment methodologies

• Assist with image testing, distribution verification, and testing of technical components that impact desktop environments

Disaster Recovery & Business Continuation

• Follow processes and maintain appropriate system operations environments

• Observe and evaluate modern technologies and methodologies

• Develop and maintain testing plans and documentation

QUALIFICATIONS

Required Skills & Experience

• Specialization in Microsoft Windows and Apple macOS systems, related software, and peripherals

• Ability to troubleshoot high-priority issues and interface with users at all levels, including C-level executives, VPs, directors, and global associates

• Strong analytical ability to solve increasingly complex technical and administrative problems

• Hands-on experience with desktops, laptops, tablets, mobile phones, and peripherals

• Proficiency in software installation and Level 1/2 support

• Excellent documentation and business communication skills

• Ability to translate technical problems and solutions into clear business language

• Calm, professional demeanor in all situations

• Capability to work independently and as part of a team

• Ability to collaborate with technical and facilities teams

• Must be available to work on-site at our London office 2-3 days per week

Problem Resolution

• Resolve problems entirely by completing work or coordinating all necessary resources for ultimate resolution and problem management continuity

Education

• English & Math's - Level 4/Grade C GCSE

Technical Knowledge

• Desktop systems administration

• Windows OS and Apple macOS

• System Center, Intune, Azure

• Antivirus and encryption solutions

• Printers, scanners, and peripherals

• Microsoft 365 applications (Word, Excel, Outlook)

• Microsoft Teams (highly desired)

What we can offer you:

We are a people-first business, which means people are at the heart of everything we do here. We offer our associates a safe environment where learning, knowledge sharing, and open communication is encouraged. Whether at one of the internal events, such as socials, competency meet-ups, hackathons or as part of one or more of our global Community Groups, such as Beautiful Brains (for the neurodiverse and curious), HERO (helping to education regarding orientation), E-Vets (Ensono veteran community) and many more we have strived to build a business where everyone feels welcomed, included, and valued