IT Support Engineer

• The IT Support Engineer will be responsible for working with internal users in the organization and assisting with audio-visual and IT related setups and issues
• Reports to: Senior IT/AV Manager
• Manage technical tasks related to onboarding and offboarding of Compass users
• Attend the office full time and support end user requests
• Take responsibility for the Zoom Rooms audio-visual technology in every conference room
• Oversee and manage a wide variety of digital platforms such as JAMF, Microsoft, & Atlassian products
• Logging service desk tickets from internal employees and working with them to resolve any technical issues
• Troubleshooting and resolving IT hardware and software issues
• Collaborate on projects with cross functional teams as needed
• Support hardware and software of all end user devices
• Setting up and support end user mobile devices
• VIP support of our senior staff
• Act as Technician on Duty for important US-based conference calls
• Create high quality AV/IT Documentation resources
• Proactively create tasks to improve AV/IT systems and process
• Remain up to date with current technology trends and best practice

Benefits

• Pension and retirement savings plans
• Flexible working arrangements, including flexible hours, working-from-home and hybrid working
• Community Circles: a regular opportunity for team members to connect, share lived experiences, inspire others, and learn from each other
• Regular virtual and in-person social events, including a London-based hiking group, art and creative workshops, food and drinks evenings, team picnics, and holiday celebrations
• Comprehensive and market-leading health and wellness benefits including company paid healthcare plans
• Confidential counselling or therapy sessions via our Employee Assistance Programme
• Support from our own dedicated Community Wellbeing Lead to guide team members to our resources
• Workplace wellbeing initiatives, including employee-led yoga, meditation, mindfulness, and support groups for parents and carers and for people who are neurodiverse
• Breast-feeding facilities at our London office
• Wellbeing Leadership Forums for Line Managers
• Generous paid time off/annual leave allowance including one company closing per year and your birthday off
• Generous paid parental leave for eligible team members, up to 39 weeks
• Paid family and dependent care leave in addition to parental leave
• Job architecture, providing employees with guidance and clear pathways for developing and progressing their career and twice-yearly promotions cycle
• A process for performance and development goals that is tied to employees receiving feedback throughout the year and assessing individual performance and rewards at the end of the year
• Dedicated internal resources including regular webinars to support employees’ personal development and career goals
• A learning curriculum of courses on offer delivered by external experts to develop specific skill areas
• Dedicated effort for early career team members to learn skills and strategies for advancement- Excellent issue resolution ability for audio-visual conference rooms, Windows, macOS and mobile devices
• Ability to prioritize workload and involvement with VIP support
• Experience working in an ITIL environment, including request, incident and change management processes
• Good working knowledge of audio-visual hardware, especially Logitech and Zoom technology
• Strong alignment with core company mission and values
• Previous involvement with on-boarding / off-boarding of employees
• Strong analytical, project management, written and verbal communication skills
• Proficient dealing with digital security threats
• Good understanding of corporate mobile device provision and how to solve problems, experience with Intune and JAMF
• High level of understanding of Zoom and audio-visual technology
• High level of understanding and experience of Office 365 & Microsoft products
• Ability to operate independently and in cross-functional teams under uncertainty in an entrepreneurial and rapid growth-oriented
• Completely self-sufficient and able to work with minimal supervision & support
• Exceptional problem-solving skills in high pressure situations
• Experience working in IT work management/ticketing systems, Jira service desk experience a plus