• Provide IT first line support to all UK users for Great Bowery
• Provide additional support to IT first line support in US where needed (ticket overspill, holidays etc)
• Work as part of a team and/or on an individual basis to meet overall support targets.
• Perform support across a variety of PC, Mac, mobile and other platforms 
• Resolve user incidents for the UK via on site presence and remote IT support
• Install, configure, and maintain all devices and equipment in accordance with Great Bowery IT standards.
• Document procedures, processes, and standards in a timely and accurate manner.
• Provide ad-hoc IT user training as part of the desk-side and telephone support process.
• Review and update tickets within the service management tool and action in order of priority, keeping all relevant parties informed of progress.
• Escalating issues whenever required to resolve issues as quickly 
• Perform daily checks and updates, to tickets in the ticket management system 
• Ensure all information is captured at the 1st point of contact
• Resolving tickets within agreed resolution time

Skills: Cross-Platform Support, Problem Resolution, Service Management, Equipment Maintenance, Process Documentation, User Training, Issue Escalation, System Monitoring

• Liaise with external suppliers where needed to ensure resolution of tickets to agreed standards and timescales
• Ensure all tickets are closed in accordance with IT KPIs.
• Ensure that operational processes are adhered to including incident management, request management, major incident management and problem management
• Work with other members of Global IT to ensure consistent worldwide processes and procedures are created and applied
• Use trend analysis to identify root cause and take steps to prevent wider occurrence
• Identify areas for continuous improvement, agree those and deliver the outcome
• Lead and/or be active participant in projects 
• Consult all end user’s hardware and software.
• Facilitate the deployment of new Products and Features.
• Install and configure computer hardware operating systems and applications.
• Identify potential Service issues.
• Device Preparations and Equipment Maintenance.

Skills: Supplier Coordination, KPI Adherence, Process Compliance, Global IT Collaboration, Trend Analysis, Continuous Improvement, Project Leadership, Hardware & Software Consulting.

• Upload, update, maintain, and delete iPads applications and supporting for the Panasonic Tough-Pad
• Test and QA new update for Cabin app and electronic logbook, and manage deployment process and schedule
• Manage users and ensure user data is accurate in the MDM
• Understand MDM reporting capabilities and provide weekly reports to Mobile Architect
• Create, update, and maintain users and device owners in the MDM
• Assess MDM capabilities and provide recommendations on optimization and usage
• Provide hardware and software support for Apple iPad and Panasonic Tough-Pad 
• Works with customers to resolve technical issues
• Perform data, speed, and App usage analysis on company deployed mobile devices
• Coordinate with the Vendor hardware for (issues ticketing, shipment defected devices, and receiving new devices etc.
• Create user documentation (Tips, tricks, FAQs) as new features and Apps are deployed
• Provides IT support for on and off-site corporate events
• Manage the eTLB manual book (printing, replace, attached etc.)
• Manage SIM card and the internet usage

Skills: App Management, QA & Testing, MDM Administration, Reporting & Analysis, Hardware Support, Technical Issue Resolution, Documentation Creation, Event IT Support.

• Manage and resolution of all incidents and service requests escalated to the Desktop Support service
• Talking to end users and understanding their issues, when required.
• Manage and maintain the desktop operating system builds to ensure the software, configuration and patch levels (driver and security) is aligned to the business requirements, good industry practice and compliance within vendor support life cycles.
• Support and maintenance of desktop image
• Preparing Ansible roles for new applications as per the project and user requirements then test and rollout to VMs to maintain uniformity of the VMs across the estate.
• Maintaining CentOS VMs with updates and additional applications.
• Running Jenkin Jobs for accounts maintenance.
• Setting up user accounts while on boarding with LDAP, Jira, Confluence, Jenkins, SVN, GIT and trouble shooting when issues on these platforms.
• Uploading and maintaining content on Nexus Repository for users on request.
• Onboarding Users with setting up Dev machines and installing, configuring applications ( i.e. MS Teams, Outlook Oracle VM)
• Offboarding/Offboarding users and maintaining accounts (LDAP, Jira, Confluence, Jenkins, SVN, GIT).
• Managing assets (inc licence management)
• Deploy applications releases and configuration changes (applications updates and OS Patching)

Skills: Incident Management, User Onboarding, OS Configuration, Desktop Imaging, VM Maintenance, Account Setup, Content Management, Application Deployment.

• Collaborate with support and procurement teams within the Account, including IMAC, PIMA, and the Service Desk, representing the interests of client
• Assist with ordering equipment and services on behalf of the organization through ServiceNow
• Help and train employees in the request system and other provided systems, such as Concur and “The Hub”
• Troubleshoot and escalate problems, both technical- and request- related
• Manage account requests and configuration
• Assist with installation of GI equipment
• Assist with on- and off-boarding of staff and contractors
• Set up mobile phones (both corporate and personal) for use within the organization
• Assist in coming up with recommendations and solutions not necessarily available through standard service offerings to the client
• Track and manage all escalations, service desk tickets submitted on behalf of users
• Provide support for GI software, including Office365, SharePoint, and SmartPlant
• Provide support for VPN services and help to ensure users are able to work remotely
• Support and Facilitate issues with Smart Cards

Skills: Team Collaboration, Equipment Procurement, System Training, Issue Escalation, Account Management, Mobile Setup, Ticket Tracking, Remote Support

• Help and train users on collaboration tools, including Skype4Business, video conferencing and SharePoint
• Help Line managers and project administrators understand and fulfill their roles in the on- and off-boarding processes and JML activities. 
• Manage and track JML escalations.
• Help and train users in the use of printing tools
• Coordinate with necessary stakeholders to enact infrastructure changes, including network upgrades and the management of remote “SiteConnect” VPN hardware
• Guide workers through the Computer Asset Refresh Cycle
• Be able to step in to complete IMAC and JML requests if required by client. 
• Coordinate any PC modifications requiring local administrator rights
• Maintain working order of conference rooms and collaboration spaces assigned to client
• Maintain and manage local site “loaner laptop” pool
• Engage users in a pleasant, customer-friendly manner - DST should make IT experiences as enjoyable as possible for end users
• Work to proactively identify, address, and resolve issues before they become apparent to client

Skills: User Training, Process Management, Issue Escalation, Infrastructure Coordination, Asset Management, PC Modification, Customer Engagement, Proactive Troubleshooting.

• Providing outstanding customer experience to the internal customers on technical issues reported to the Service Centre by phone, in-person, e-mail and self-service systems
• Assists the Service Centre by handling inbound technical service telephone calls and or email contacts on a regular basis
• Application support for all Microsoft Office and SharePoint programs, COTS, bespoke in-house applications as well as a number of other industry standard office applications
• Taking ownership reported incidents through to resolution, making use of the one and done policy
• Troubleshooting, resolution and escalation of application errors
• Monitor assigned tickets and timely processing of all hardware and equipment requests to agreed SLAs
• Complying with all ING policies and procedures
• Manage and monitor incident and change queues ensuring tickets are regulary updated, acting as a first point of contact for any onsite issues.
• Respond to support calls as assigned within Service Level Agreements
• Liaising with 3rd parties to arrange hardware repairs / replacemens
• Troubleshoot and repair of network related issues e.g Lan, Wi-Fi, Access Points, switches
• Setup/Configure/Maintain/Administer desktop computers and peripherals and test network connections.
• Performs general preventative maintenance tasks on end user devices and peripherals
• Review internal Change Requests raised by team members, approval or provide guidance to engineer.

Skills: Customer Service, Incident Management, Application Support, SLA Compliance, Troubleshooting, Network Management, Preventative Maintenance, Change Management.

• Provide on-site and remote technical 2nd level support services in the areas of computing, network and storage across while delivering efficient and friendly end user service.
• Install, configure and maintain onsite networking equipment (Switches, routers, etc.), VoIP equipment, desktops, laptops, printers, scanners, servers and other edge devices.
• Perform hardware, software and network failure diagnosis for troubleshooting and resolution.
• Participate in and help manage IT infrastructure change management process.
• Manage IT security and helps implement best practices based on ISO 27001 and Cyber Essentials controls.
• Help to maintain and update processes and procedures for areas around ISO 27001 & Cyber Essentials controls and certifications, attends awareness training.
• Communicate effectively in writing, orally, and with others to understand and convey information, in a manner consistent with job functions.
• Exercise independent judgement and initiative and carry out job functions with or without direct supervision.
• Work effectively under time constraints to meet deadlines and manage several different tasks concurrently.
• Maintain the privacy of confidential records, correspondence, and files.
• Establish and maintain effective working relationships with co-workers, vendors and business partners.

Skills: Technical Support, Network Installation, Troubleshooting, Change Management, IT Security Management, Compliance Procedures, Effective Communication, Task Management.

• Writing standardized scripts to automate support operations
• Analysis of system performance, driving remediation activities
• Securing effective product deployments by participation in testing and early life support
• Investigation of Win10 incidents and problems
• Creating new Web API for support tools and scripting solutions that use existing support Web API
• Keeping all stakeholders informed of plans, activities and risks identified
• Rigorously follow a defined staffing schedule to assure optimal customer service.
• Resolve all Field Services tickets or requests to Customer's satisfaction in a timely manner.
• Use of Help-desk tools to log/assign/monitor/analyse user calls.
• Immediately escalate severity one and severity two problems to Team Lead.
• Maintain ownership through the life of a ticket or request.
• Problem and Escalation Management.
• Develop and maintain an effective relationship with key Customer management.
• Complete special projects as assigned by Team Leader or Service Delivery Manager as representative desktop support team.

Skills: Script Automation, Performance Analysis, Product Testing, Incident Investigation, API Development, Stakeholder Communication, Helpdesk Proficiency, Escalation Management.

• Providing system operational support ensuring the effectiveness, efficiency, and availability of systems for end users
• Installation, maintenance and troubleshooting of workstations, laptops and printers in a Windows/Mac environment
• Performs installation, training, maintenance, troubleshooting and repair of all OpCo desktop hardware and software technology
• Determines appropriate hardware and software based on corporate policy and end user requirements
• Escalates incidents and questions to appropriate support groups
• Provide support for users across the organisation, responding to user requests for technical assistance.
• A mix of field and desk/infrastructure work
• Providing technical services for the installation, configuration, maintenance, diagnosis and repair of desktop computer systems and associated software and peripherals.
• Provide advice and training to users on the use of computer systems and software.
• Provide more detailed technical knowledge to the IT Engineer in the team, and produce detailed technical documentation on solutions.

Skills: System Support, Hardware Installation, Software Troubleshooting, Technical Escalation, User Assistance, Field & Desk Support, Technical Training, Documentation Expertise.

• Solid experience with Windows platform support and relevant troubleshooting.
• Basic Linux (Red Hat) operation and troubleshooting.
• Experience with Cisco IP phone and video conference system maintenance.
• Solid knowledge of network fundamentals, including TCP/IP, DNS, SMTP, DHCP protocols.
• Solid experience with MS Office suite
• Solid experience in Window 10 installation and troubleshooting
• Good communication skill and customer oriented
• Good problem solving skill and be able to work independently
• Be able to remote support user over the phone
• Must have positive working attitude and willing to travel

Qualifications: BS in Computer Science with 2 years of Experience

• Advanced Microsoft Suite and Windows 10 operating system experience
• Experience supporting remote users and troubleshooting remote VPN
• Basic Network troubleshooting (DNS, TCP/IP, etc.), phone support, and Video Conferencing
• Strong problem-solving skills, attention to detail, and the ability to multi-task
• Genuine curiosity and desire to work in a Linux environment
• Superior organizational and communication skills
• Technical Support experience in the Internet / Technology space
• Overall background understanding of common Web technologies, Databases and Cloud Infrastructures.
• Comfortable understanding high level meaning behind logs, code, and error messages.
• High quality previous experiences in customer-facing, problem-solving, technical support and/or customer service roles on a global scale
• Prior experiences in working for customer support teams in rapid growth environments (through chats, email and phone/video-conference) and experience working with diversified international teams
• Technical capability and business acumen to prioritize product fixes, features and functionalities requests, based on understanding of how SaaS Companies work
• Knowledge of data analysis, fundamental business intelligence is appreciated.

Qualifications: BS in Information Technology with 1 year of Experience

• Basic knowledge of computer systems software, applications, and hardware.
• Ability to perform routine preventive maintenance on systems software, applications, and hardware.
• Records maintenance skills.
• Ability to provide direction to resolve technical issues.
• Interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to determine computer problems and coordinate hardware and software maintenance.
• Ability to analyze and resolve basic computer problems.
• Ability to communicate technical guidance and instruction to users on the use of PC.
• Excellent communication skills, attention to detail and motivation to kick-start career.
• Experience supporting Windows 10.
• A good understanding of Microsoft outlook and Office.
• Knowledge of Active Directory and MS Exchange.
• Ability to work autonomously to get the job done.

Qualifications: BS in Network Engineering with 3 years of Experience

• Excellent experience in installation and troubleshooting MS Office, Adobe Acrobat, MS Outlook, MS Visio,MS Front Page, MS One Note, MS Project, MS Internet Explorer and other standard desktop applications
• Experience in using basic troubleshooting tools I.e RDP
• Excellent hands on experience in installation and troubleshooting desktop, Printers, Laptop and other computer peripherals hardware problem
• Trouble shooting network issues, file issues with exposure to computer
• Excellent communication and documentation skills are mandatory
• Ability to coordinate with different internal support groups (Like Network, Messaging, Security and change management teams)
• Ability to physically move PCs on the floor and to the desks
• Excellent team player, collaborative and effective
• Motivated self-starter with the ability to self-manage assigned or implied tasks
• Ability to multitask and work effectively in a fast-paced environment with changing priorities
• Excellent organizational and time-management skills, able to prioritize work to meet deadlines and objectives

Qualifications: BS in Computer Engineering with 2 years of Experience

• An understanding of the Citrix Virtualisation technology suite Supporting and maintaining XenApp server farms
• Linux and/or XenServer experience particularly in virtualising high end graphics
• An understanding of Datacentre virtualisation technologies (VMware ESXi, XenServer, SAN technologies, Converged Infrastructure etc)
• An understanding of network technologies (TCP/IP, VPN, DHCP/DNS, Firewall etc)
• Hands on experience in managing printers (Local & Network printers), toner /consumables (staples) / maintenance kit replacement.
• Knowledge of ITIL processes and procedures.
• Basic knowledge of hardware troubleshooting, Racking and Stacking, basic troubleshooting of Server Operating systems, raid configurations
• Basic knowledge of managing server room components like Power, UPS, Air Conditioning, Cable Management and monitoring the environment
• Basic knowledge of - Active directory, Proxy, DNS, Group Policy.
• Basic knowledge of – LAN setup, basic switching, passive networking, cable management (Data / Voice), Wireless AP.
• Basic knowledge of – Antivirus deployment and update, patch management, monitoring and reporting, Disk Encryption, End-user backup, RSA securID.
• Hand on experience with ITSM tools like Service Now.

Qualifications: BS in Software Engineering with 2 years of Experience

• Experience with Desktop Support
• Experience with either Amazon Web Services (AWS) or Microsoft Azure
• Experience supporting MAC products
• Experience with Open Source IT tools and architectures like OpenStack and Lamda
• Experience with at least one scripting language, such as Python, or Powershell
• Experience with VMware, VSphere, and vSphere Cloud Automation
• Experienced at maintaining complete technical documentation
• Ability to read, write, and speak fluent English
• Strong verbal and written communication skills
• Customer service focused approach
• Strong technical troubleshooting skills

Qualifications: BS in Information Systems with 5 years of Experience

• Experience in a User Support, Systems Support, or Systems Administration role.
• Thorough familiarity with Windows, and Microsoft Office applications.
• Excellent customer service skills.
• Strong ability to deliver on time.
• Ability to recognize and remediate issues within the internal infrastructure.
• Strong verbal and written communication skills.
• Ability to work in a fast paced environment.
• Good influencing, relationship and stakeholder management skills.
• Self-motivated with the ability to work within stringent timeframes.
• Strong analytical and investigation skills.
• Knowledge of Windows server platforms 
• Experience with Market Data Applications (Bloomberg, Refinitiv / Reuters).

Qualifications: BS in Cybersecurity with 4 years of Experience

• Client-focused, comfortable interfacing with clients and able to maintain a high level of service
• Excellent verbal and written communication skills and the ability to be prompt and courteous
• Knowledge of ticketing systems, virtual contact center platforms
• Experience administering a LAN/WAN TCP/IP environment using Windows Server and Microsoft Exchange
• Working knowledge of Internet email (SMTP, MX records troubleshooting)
• Working knowledge of DNS, Internet infrastructure and IP informational tools
• Thorough knowledge of desktop operating systems (Windows 7, 8, 10) and prior migration experience
• Experience rebuilding workstations
• Focused on client satisfaction and providing solutions
• Strong problem-solving skills and very attentive and detail-oriented
• Ability to think critically and without supervision
• Prior managed services, outsourcing or professional services experience 

Qualifications: BS in Systems Administration with 6 years of Experience

• Demonstrable technical knowledge of Microsoft products
• Ability to resolve desktop technical issues
• Ability to resolve desk phone and mobile phone issues
• Excellent Microsoft Office skills and knowledge (Outlook/Word/Excel/PowerPoint)
• Excellent Microsoft Windows skills and knowledge (DNS/Registry/NTFS/DHCP/Perfmon/Resource Monitor/MSConfig/Services)
• Demonstrable knowledge of PC hardware (Storage/RAM/Processors/BIOS/UEFI/PXE)
• Ability to troubleshoot and resolve network connectivity issues (Ping/Tracert/Pathping)
• Knowledge of key networking components such as switching and firewalls
• Knowledge of anti-virus and anti-malware software 
• Ability to install Windows, Office and configure device company standard

Qualifications: BS in Computer Science with 2 years of Experience

• Proven work experience as Desktop Support Engineer or Level II Support Technician.
• Advanced knowledge of windows OS.
• Knowledge of popular software applications.
• Ability to solve complex hardware and software issues.
• Excellent interpersonal skills.
• Good written and verbal communication skills.
• Strong technical knowledge, Microsoft Windows desktop operating system (Windows 7,8 and 10), including the deployment of Windows 10
• Ability to coordinate and work with third-party vendors and suppliers
• Proven troubleshooting ability
• Experience\technical knowledge of Apple Mac OS 
• Highly developed written and oral communication skills, particularly in discussing technical matters with non-technical users.

Qualifications: BS in Network Engineering with 3 years of Experience