Job Description

The successful candidate will be responsible for the delivery and support of end user and workspace technology to our staff across EMEA offices. The candidate will be expected to build strong relationships with the business staff and management, acting as a trusted advisor for technology solutions as well as providing ongoing training to increase awareness and adoption of technology. This is a client facing role which will have daily interaction with our business and technology staff, including executive management.

Responsibilities Include:

• Act as a trusted advisor for business and technology teams serving as a go to for all technology related matters. Engage technology product management to provide solutions for staff, product and service feedback ensuring ongoing enhancements to our technology.
• Respond and proactively address employees' technology questions regarding computer systems, telecommunication devices, and software programs.
• Provide individual and group technology training sessions to staff. Deliver best practices for new and existing hardware and software technology releases. Train new hires on our technologies required for their role.
• Utilize existing IT management systems (ServiceNow, eRequest, Change Control, etc.) to manage the delivery of services. If necessary, coordinate resolution with vendors and ensure follow-up.

Perform ordering, installation and maintenance of physical computers, thin clients, virtual machines and related hardware and software. Install and support desktop IP telephony and telecommunications equipment. Perform moves/adds/changes for all desktop and telephone hardware as needed.

• Actively update and maintain inventory management, request, incident and purchasing systems. Ensure all systems are properly documented and updated with latest troubleshooting techniques.
• Stay apprised of new technologies and trends in the technology industry, with a view to providing more comprehensive technology-related services to the office. Act as a technology information resource for the staff and management.
• Understand the evolving technology needs of the business units in the offices/floors of support. Provide custom technology-based solutions for the office as needed. Provide written training for staff on software/technology issues on a regular basis.

Required Knowledge, Skills, and Abilities

Excellent interpersonal and communication skills. Strong business and technical writing skills. Experienced in delivering technical training. Strong understanding of IT Service Management practices. Excellent troubleshooting, technical/ creative problem-solving and analytical ability. Strong presence and presentation skills Knowledge of Windows Server. E.g. folder redirection, roaming profiles, distributed file system (DFS), permissions and shares. Strong knowledge of Windows 7 and 10 operating systems Strong knowledge of Apple, Android, and Blackberry mobile devices Knowledge of Microsoft Active Directory and Active Roles interface Knowledge of Cisco desktop phones and features Knowledge of Virtual Desktop Infrastructure (VDI) Knowledge of PC & server hardware (Dell, Lenovo, HP) and peripherals.