Desktop Support Specialist

London - UK

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Join us at Entrust

At Entrust were shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible global workplace we empower careers foster collaboration and build solutions that help keep the world moving safely.

Get to Know Us

Headquartered in Minnesota Entrust is an industry leader in identity-centric security solutions serving over 150 countries with cutting-edge scalable technologies. But our secret weapon Our people. Its the curiosity dedication and innovation that drive our success and help us anticipate the future.

Location: While mainly located from our London office on a hybrid basis there may be a need to travel to other sites located in the UK.

Position Overview:

The Desktop Support Specialist is a standard level support role with a heavy emphasis on macOS knowledge. They will identify and correct a variety of hardware and software problems through discussions with end users application developers network administrators or software systems engineering. Resolution is expected to be timely and have as minimal impact to the end user as possible. The resolution should also include preventative measures to reduce reoccurrence. The primary job functions of this role are desktop support (hardware and software) and end user assistance (local and remote). The Desktop Support Specialist will perform the accountabilities detailed below and other duties as assigned.

Responsibilities:

Colleague Support and Interaction 50%

Respond quickly and professionally to colleague issues. Troubleshoot and correct software and hardware problems.
Own issue resolution from start to finish by monitoring unresolved issues and requests to ensure prompt resolution within our defined SLAs.
Communicate clearly with each customer to ensure their understanding of next steps and likely resolution timeframes.
Ensure that every customer is highly satisfied with the support received.
Replace company issued PCs and Macs based on a provided schedule.
Document common FAQ or known solutions in Knowledge Base to allow colleagues to self-help themselves.
This role will have additional admin access to assist in resolving colleagues issues.
Onboarding/Offboarding of end users
Support/Partnership with our offshore team.

Issue Troubleshooting 25%

Resolve computer hardware and software related issues through in-depth troubleshooting and technical assistance.
Troubleshoot and resolve problems with typical desktop applications such as Microsoft O365 Windows 11 VPN and account lockouts.
Troubleshoot remote access issues.

Ongoing Maintenance 25%

Install and configure hardware and software for end users ensuring compatibility with existing equipment and applications.
Help drive adoption of new security policies.
Roll out new applications & operating system versions. Upgrade hardware/software that supports our Modern Device Management strategy.
Work with vendors to ensure equipment and applications are repaired and upgraded.
Install/configure local and network printers.
Accurately maintain Asset databases used for managing hardware software and support.
Assist with management maintenance and final disposal of equipment.
While mainly located in our London office there may be a need to travel to other sites located in the UK.

Basic Qualifications

3-5 years of experience in Desktop Support or Customer Service roles.
3-5 years of experience supporting the following in a network environment: macOS MS Windows Active Directory MS Office.
2-3 years of experience in imaging software packaging deployment and patching using JAMF SCCM or InTune/AutoPilot.
Ability to assist users with advanced hardware and software problems (i.e. Office 365 Client Applications Browsers VPN etc.) and product configurations within desktop PCs laptops and peripherals.
The ability to multitask and to work well within a team environment while always keeping the customers needs as a priority.
Excellent customer service skills.
JAMF certifications are a plus.

Preferred Qualifications

Superior customer service skills
Experience in migrating PCs and applications in Windows 11 or macOS.
Experience doing complete desktop builds repairs and working with common diagnostic tools to identify and resolve problems for end users.
Ability to differentiate between errors caused by hardware software desktop errors server errors and misunderstanding of usage.
TCP/IP and networking fundamentals LAN and networking troubleshooting.
Experience supporting mobile devices (Android and iOS).
Familiarity with incident/ticketing systems for tracking Service Desk tickets
Experience supporting Audio Visual or conference room technology.

At Entrust we dont just offer jobs we offer career journeys. Here is what you can expect when you join our team:

Career Growth: Whether youre a budding developer or a seasoned expert were invested in your professional journey. With learning-forward initiatives and exciting challenges your growth is our priority.

Flexibility: Life is all about balance. Whether youre remote hybrid or on-site we offer flexible options that fit your lifestyle.

Collaboration: Here your voice matters. Our teams thrive on sharing ideas brainstorming solutions and working together to build a better tomorrow.

We believe in securing identitiesbut it doesnt stop there. At Entrust were passionate about valuing all identities. Our culture is built on diversity inclusion and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe were creating a community where everyone is encouraged to be themselves.

Ready to Make an Impact

If youre excited by the prospect of innovating growing your career and collaborating in a dynamic environment Entrust is the place for you. Join us in making a difference. Lets build a more secure worldtogether.

Apply today!

For more information visit . Follow us on LinkedIn Facebook Instagram and YouTube

For US roles or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation contact .

Recruiter:

Jack Steib

Required Experience:

Join us at EntrustAt Entrust were shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible global workplace we empower careers foster collaboration and build solutions that help keep the world moving safely.Get to Know UsHeadquartered i...