End User Support Technician

As an End User Support Technician you will play a pivotal role in ensuring the smooth operation of our end user support services. This role requires a blend of technical expertise and a bestinclass customer centric approach. You will be a key member of the End User Support team providing technical assistance from 1st to 3rd line and ensuring that all end user issues are resolved efficiently. 

Responsibilities: Essential functions of the role 

Guidance: The purpose of this section is to bring to life everything the role will encompass. This section should list out all elements of the role that will be carried out whether this is a daily task or more sporadic. Examples might include managing a busy inbox daily alongside updating an excel spreadsheet and reporting on data.  

1. Provide both remote and deskside support across the organization ensuring all support tickets are regularly reviewed and updated 

1. Handle complex technical queries and escalations providing solutions and ensuring a high level of customer satisfaction 

1. Foster a collaborative environment encouraging teamwork and open communication among team members and other departments. 

1. Help develop and improve team policies and procedures to improve efficiency and service quality 

1. Participate in projects including departmental projects and team projects 

1. Train end users on how to use hardware and software effectively. Providing guidance on best practices and troubleshooting common issues 

1. Promote a root cause analysis culture ensuring that underlying issues are identified and addressed to prevent recurrence. 

Qualifications :

Core Competencies: Identify 45 essential skills attributes and behaviors required for success in this role. For new roles these competencies will be used to evaluate candidates 

Guidance: We have a list of competencies you can look through if needed please ask your HRBP or Talent Lead really consider what is needed to succeed in the role and the team. 

1. Strong technical knowledge of administrating Microsoft 365 services Exchange Teams SharePoint 

1. Effective communication with team members and customers and ensuring user satisfaction is a key aspect of the role 

1. Excellent business awareness and a great understanding of how IT support contributes to the overall goals of our organisation 

1. A genuine love of technology and understanding how things work and sometimes why they dont 

1. A continuous learning mindset to keep up with new technologies and best practices 

Essential Qualifications (Experience): 

• Strong technical knowledge of administrating Microsoft 365 services Exchange Teams SharePoint 

• Strong technical knowledge of MacOS JAMF BigFix 

• Strong Virtualization Cloud and backup solution experience Microsoft Azure Azure Virtual Desktop Rubrik 

• Excellent knowledge of email gateways and troubleshooting mail flow Mimecast message trace 

• Excellent knowledge and confidence within Active Directory Azure Active Directory 

• Experience administering MFA technologies Okta Duo 

• Experience using PowerShell scripting and automation concepts 

• Excellent knowledge of Mobile Device/Application Management (MDM MAM) 

• Experience with incident management problem management and general ITIL practices 

• Experience with IT Service Management Platforms 

• Experience supporting Meeting Room and conferencing technologies Zoom Teams room  

• Excellent project experience 

• Automation first mindset 

Preferred (not essential) Qualifications: 

• CompTIA A 

• CompTIA Network 

• Microsoft Certified: Modern Desktop Administrator Associate 

• ITIL Foundation 

Additional Information :

What we offer

  A competitive salary bonus pension and share incentive plan
Take what you need holiday
 Flexible working 
Anchor (our wellness hub) which includes Headspace one to one coaching through Sanctus Parent Cloud Digital GP Shout & more
Enhanced family leave policies
Life insurance critical illness cover and income protection
Private medical insurance for you and your family
Electric vehicle leasing
The option to work overseas up to a month per year

Our Values 

At Octopus we dont just focus on what we do but also how we do it. Everyone shares our values of being straightforward helpful and bold. 

Were committed to creating a diverse and inclusive employee experience for all. We promote equal opportunities for growth and development regardless of race gender religion sexual orientation age disability or socioeconomic background. We believe strongly that teams are at their best when every member of the team feels safe to bring their whole self to work. 

Our Values 
At our core we believe that how a company behaves is just as important as what it does. Thats why we chose to become an accredited B Corp (the equivalent of a Fairtrade coffee stamp but for companies) and to change our Articles of Association so that the interests all our stakeholders employees customers communities environment and shareholders are considered in every decision we make. 

We are committed to building a workplace where diversity is valued and inclusion is a priority. By providing equal opportunities for growth and development we embrace and celebrate all races genders religions sexual orientations ages disabilities and socioeconomic backgrounds. We believe teams achieve their best when every member feels safe respected and empowered to be their authentic selves.

Were proud to be disability confident and are committed to supporting candidates with a disability including neurodiversity and mental health conditions throughout the recruitment process. Applicants are welcome to optin to the disability confident scheme as part of our application process. If you require any adjustments to the interview process well be happy to accommodate where possible.

Remote Work :

No

Employment Type :

Fulltime