Tech Zone Support Technician

The Role

The role will be responsible for the Customer Service Experience provided to internal customers of IT
and Technology support services across the Canopius global userbase. This will include 2nd line
deskside support and management of business impacting and prioritised incidents. The role will be
the face of Service Management at the London Tech Zone(s) and an active communicator of
incidents and customer experience between IT and internal customers; this includes operating as a
key escalation point for the customers.

The role will support end users both in the offices and at home as the hybrid/office working
environment evolves and with Problems, Major Incidents and escalations of tickets raised with 1st line
and Group IT. In addition, the role involves regular interaction with, and management of tickets raised
with the 3rd Party teams that constitute the end-to-end delivery of Canopius’s IT services and support.

The role is based in London and will cover the following shifts;

Early - 8am - 4pm

Core - 9am - 5pm

This is a hybrid role and you will work in office 2 days per week Monday - Thursday and 1-in-3 Fridays in the office.

• Support for office-based technologies supported by the relevant Group IT functions, including
  networking and audio-visual equipment.
• Laptop setup for new joiners and ongoing management for deployed devices
• Support for home workers on laptop and connectivity issues
• 2nd line M365 and Teams support including usability queries
• Laptop & smartphone setup for new joiners and ongoing management for devices deployed.
• Create and maintain effective service procedures, policies, and standards
• Governance and good management of Networking rooms and cabling
• Support for Company and BYOD smartphones, Android and iOS
• Liaising with 1st line Service Desk for escalations, problems and major incidents
• Involvement in testing where changes & new processes are being deployed
• Key escalation point for incidents, request and customer experience including Problem and Incident Management
  

• Previous experience in IT support role
• Excellent IT skills and knowledge of troubleshooting computer related issues both hardware
  and software, as well as desktop, laptop and mobile devices
• Experience with supporting Audio Visual equipment
• Knowledge of M365 Office Suite, OneDrive & SharePoint Online, MS Teams, Active Directory, Azure AD, Microsoft Endpoint Manager (InTune), as well as TCP/IP, DNS and
  DHCP is desired
• Experience of working with third party specialist support providers and managing their
  engineers and ticket queues
• Experience of supporting Azure cloud and associated services.
• Good communication skills, both oral and written
• Experience of supporting a wide-ranging user base including VIP support
• Solid understanding of Security and audit / compliance requirements
• Experience of ServiceNow ITSM, and ideally ITOM
• Strong communication skills, both oral and written and ability to interact with all levels across
  the business
• Powershell and PowerBI experience are very desirable
• Confident with day to day support activities and with tactical and strategic thinking
• Attention to detail with a high degree of accuracy in work product
• Proactive self-starter who shows initiative and is always willing to take on more
• A strong collaborator; excellent relationship building and communication skills with the ability
  to engage people from diverse cultures and different levels
• Experience of working in a global organisation, balancing global and local requirements