Offsite Support Technician
N2O | Maidenhead | Full-time | apply.workable.com |
Due to our continuing growth, we are on the lookout for an Offsite Support Technician to join our Desktop Support Team based in our modern offices located in Maidenhead. Your main responsibilities will be predominantly field based supporting our campaigns off site.
You will ensure all necessary IT infrastructure is set up and fully functional as per our clients’ specifications. You will also provide on-site support to staff for any technical related issues.
Being part of our Head Office Helpdesk Support Team you will work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person and self-service. We will rely on your innovative solutions for first and second line support to internal and external users.
Essential accountabilities of the role include
• Install and configure new IT equipment and various technologies on client sites
• Resolve incidents and upgrade different types of software and hardware
• Work off site on client campaigns in variety of locations including public spaces
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to colleagues where necessary
• Provide support for Office 365 products such as Word, Excel, Outlook, PowerPoint
• Responsible for first and second line support duties both remotely and face to face, providing support for incident diagnosis and fault resolution
• Accurately record, update and document requests using Freshservice, our IT service management tool, escalating any user requests to senior staff when appropriate
• Manage the database of digital assets via Asset Panda
• Offer remote support to satellite offices in Bedford, Nottingham, Colnbrook and Welwyn
• Create, maintain and publish relevant support documentation in order to assist staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Resolve incidents with printers, copiers, scanners and mobile devices including IOS, IpadOS and Android
• Maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Follow the internal Helpdesk best practice to ensure efficient working
Other required accountabilities
• Travelling to client and N2O sites to conduct site visits and repairs on site where necessary and directed
• Providing remote support to internal and external staff on our various in house business management systems and other software technologies as required
About N2O
N2O is an award-winning creative brand experience agency. Trusted by the world’s most successful brands to build their brand experiences, we craft insight-led, relevant, engaging, and measurable campaigns that deliver results - at home, in-store, out-of-home and online.
Our Head Office is based in Maidenhead, but we also have sites in Manchester, Welwyn Garden City, and Colnbrook.
Requirements
• Previous experience of working in an IT support role. Additional experience within a customer service role would be an advantage
• Ability to demonstrate practical troubleshooting and problem analysis techniques
• Working knowledge of Microsoft Windows and client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite
• Excellent IT skills and computer literacy
• Valid driving licence and willing to travel to carry out on-site work at various client sites
• Excellent communication and inter personal skills to explain complex technical issues to technical and non-technical colleagues at all levels in the organisation
• Able to plan and prioritise workload with minimal supervision and adapt to changes quickly
• Can demonstrate excellent practical understanding of customer service best practice
• Physically fit in order to handle and transport large objects and technical equipment
• A highly motivated team player with the skills and ability to manage changing priorities
• Self-motivated with the ability to work in a fast paced environment
• Able to work flexibly on a rota basis including weekends and provide necessary cover where needed as part of a shift system.
• Previous experience of using Freshservice IT support management tool to resolve support tickets and track SLA’s
• Previous experience of using an asset management tool such as Asset Panda
Benefits
• Salary £28,00 - £31,000 gross per annum depending on experience
• 23 days annual leave plus bank holidays increasing each completed year to 30
• Flex buy/ sell holiday scheme
• Life Assurance
• Retail Discount Scheme
• Employee Assistance and Wellbeing Programmes
• Digital 24/7 GP Service available from Day 1
• Free private medical and dental healthcare after 2 years of service.
• Salary Sacrifice pension/ cycle to work and car lease schemes
• Season Ticket Loans.
• Our Head Office location has multiple perks including a free onsite gym, free breakfasts, free parking, and an onsite cafe.
You will ensure all necessary IT infrastructure is set up and fully functional as per our clients’ specifications. You will also provide on-site support to staff for any technical related issues.
Being part of our Head Office Helpdesk Support Team you will work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person and self-service. We will rely on your innovative solutions for first and second line support to internal and external users.
Essential accountabilities of the role include
• Install and configure new IT equipment and various technologies on client sites
• Resolve incidents and upgrade different types of software and hardware
• Work off site on client campaigns in variety of locations including public spaces
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to colleagues where necessary
• Provide support for Office 365 products such as Word, Excel, Outlook, PowerPoint
• Responsible for first and second line support duties both remotely and face to face, providing support for incident diagnosis and fault resolution
• Accurately record, update and document requests using Freshservice, our IT service management tool, escalating any user requests to senior staff when appropriate
• Manage the database of digital assets via Asset Panda
• Offer remote support to satellite offices in Bedford, Nottingham, Colnbrook and Welwyn
• Create, maintain and publish relevant support documentation in order to assist staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Resolve incidents with printers, copiers, scanners and mobile devices including IOS, IpadOS and Android
• Maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Follow the internal Helpdesk best practice to ensure efficient working
Other required accountabilities
• Travelling to client and N2O sites to conduct site visits and repairs on site where necessary and directed
• Providing remote support to internal and external staff on our various in house business management systems and other software technologies as required
About N2O
N2O is an award-winning creative brand experience agency. Trusted by the world’s most successful brands to build their brand experiences, we craft insight-led, relevant, engaging, and measurable campaigns that deliver results - at home, in-store, out-of-home and online.
Our Head Office is based in Maidenhead, but we also have sites in Manchester, Welwyn Garden City, and Colnbrook.
Requirements
• Previous experience of working in an IT support role. Additional experience within a customer service role would be an advantage
• Ability to demonstrate practical troubleshooting and problem analysis techniques
• Working knowledge of Microsoft Windows and client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite
• Excellent IT skills and computer literacy
• Valid driving licence and willing to travel to carry out on-site work at various client sites
• Excellent communication and inter personal skills to explain complex technical issues to technical and non-technical colleagues at all levels in the organisation
• Able to plan and prioritise workload with minimal supervision and adapt to changes quickly
• Can demonstrate excellent practical understanding of customer service best practice
• Physically fit in order to handle and transport large objects and technical equipment
• A highly motivated team player with the skills and ability to manage changing priorities
• Self-motivated with the ability to work in a fast paced environment
• Able to work flexibly on a rota basis including weekends and provide necessary cover where needed as part of a shift system.
• Previous experience of using Freshservice IT support management tool to resolve support tickets and track SLA’s
• Previous experience of using an asset management tool such as Asset Panda
Benefits
• Salary £28,00 - £31,000 gross per annum depending on experience
• 23 days annual leave plus bank holidays increasing each completed year to 30
• Flex buy/ sell holiday scheme
• Life Assurance
• Retail Discount Scheme
• Employee Assistance and Wellbeing Programmes
• Digital 24/7 GP Service available from Day 1
• Free private medical and dental healthcare after 2 years of service.
• Salary Sacrifice pension/ cycle to work and car lease schemes
• Season Ticket Loans.
• Our Head Office location has multiple perks including a free onsite gym, free breakfasts, free parking, and an onsite cafe.
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