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End User Support Engineer

End User Support Engineer

Job ID:  841
Department:  IT Support
Category:  IT Support
Location: 

London, GB

Employment Type:  Permanent
Description: 

Company Overview

Clarksons is the world's leading provider of integrated shipping and offshore services, bringing our connections and experience to an international client base. Our intelligence adds value by enabling clients to make more efficient and informed decisions. Our global reach, local knowledge and expertise is what makes us unique.

 

To understand more about day to day life at Clarksons, and what you can expect from us as an employer, visit us at www.clarksons.com

Role Summary:

Working within the IT Support team the role will require a high level of technical expertise and will be the key point of contact for the End User community globally. Alongside the team, the person in this role will support the activities of desktop services on a 24/7 basis and will work with the regional IT and business teams to support the desktop environment.

 

Flexibility is key as this role may require work to be completed outside of the standard office hours and may also require travel to other Global Clarksons offices (subject to the current climate regarding COVID-19).

What you will be doing:

  • Building secure, scalable, technical desktop and collaboration services for colleagues consume, based on their experiences and needs. This will be across On premise desktop consumption, Office 365, SaaS and Pass solutions as well as virtualised remote services.
  • Act as the main point of contact for user incidents & service requests.
  • Initial triage of incidents & assignment in ITSM tool.
  • Resolution of user incidents & service requests.
  • Taking ownership of service incidents/requests and liaising with other IT teams in order to resolve and manage user expectations.
  • Creating and maintaining accurate and concise ticket update/knowledgebase documentation within ServiceNow. 
  • Maintaining and overseeing installation, configuration, maintenance and troubleshooting of end user’s hardware and software.
  • Working with Team Lead to identify trends and spot potential problems.
  • To fulfil additional / ad hoc duties as needed in order to meet the needs of the business.

 

 

What we are looking for:

Experience & Knowledge:

  • Strong IT Support experience working in a technical support role, with the ability to demonstrate excellent problem-solving skills and the ability to own a problem and resolve it.
  • Have experience and the ability to handle a constantly changing flow of support calls and walk up technical assistance. 
  • Be able to multitask effectively during busy times and remain professional and patient during stressful situations.
  • Strong knowledge of all products within the Microsoft Office 365 suite, Productivity and collaboration applications such as Teams, SharePoint, OneDrive and Exchange.
  • Strong experience of Active Directory administration, including user maintenance, configuring PCs and groups.
  • A proven team player who can work within a framework of procedure and policies.
  • Be able to provide technical support over the telephone, Chat or face to face with excellent communication skills and be self-motivated to carry out on-the-job training and continuous personal development.
  • Professional in manner with a strong work ethic. 
  • Knowledge of key ITIL service processes including Incident Management, Change, Knowledge. Asset and Problem management.
  • Hands on knowledge of vulnerability management techniques and solutions.
  • High level of knowledge of Active Directory administration including user, object, and group management.

 

Skills

  • Active Directory, Exchange (both on-perm & O365), ServiceNow ITSM tool experience
  • ITIL Foundation certification (Minimum V3)
  • Apple hardware & OS
  • HP Hardware
  • Powershell
  • ServiceNow ITSM tool experience
  • Multi Factor Auth setup (MS MFA, DUO)
  • MS Intune
  • Collaboration tooling such as Webex, Team Viewer and MS Teams
  • CUCM
  • Antivirus technologies such as Cisco Amp
  • Strong Windows technologies - O365 and productivity tooling
  • WebEx, S4B, MS Teams  
  • Windows 10