Desktop Support Technician London, England
Job description
The Brattle Group, a privately held, global economics consulting firm, is looking for a Desktop Support Technician to join our Boston, Washington, D.C., and London office. The primary goal of the Desktop Support Technician is to provide technical support to users of PC’s and related end-user technologies through the company’s ticketing system as well as in-person support. The candidate aids the Desktop Support team to identify, resolve, and prevent the reoccurrence of problems. The candidate must be articulate and possess strong technical troubleshooting abilities. In addition, the candidate provides an exemplary level of customer service to internal clients.
Some of the day-to-day responsibilities of this role include:
- Assist users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacement
- Monitor and respond to helpdesk tickets
- Support the employee onboarding processes including training end users, imaging laptops, and deploying hardware
- Assist in the use of enterprise imaging, software deployment tools, and data migration for end user computing needs
- Manage support calls for printer break/fix services
- Collaborate with the Human Resources (HR) department regarding employee additions, changes, moves, and departures
- Support and distribute company-owned mobile devices
- Communicate and coordinate regularly with Director of IT Infrastructure and Operations, as well as the Manager of Helpdesk
- Participate in on-call rotation for emergency support phone queue
- Assist in supporting the company's security posture
- Work with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements
THE CANDIDATE
- BSc in IS, CS, or will consider equivalent experience in lieu of degree; A+, MCP or other equivalent certification is a plus
- Minimum five (5) years of experience in a desktop support and end-user support role
- Windows 10/11 Pro support
- Desktop and hardware configurations, including Thunderbolt docking solutions
- Apple iOS device support
- LAN-based imaging
- Endpoint VPN connections
- Excellent customer service skills
- Current LAN and WLAN IP network technologies
- Windows 10/11 Pro 64-bit Enterprise operating systems
- Knowledge must reflect current technologies with experience on corporate Windows computer operating systems
- Ability to manage a fast-paced, multiple location environment with multiple tasks and demands
- Ability to work effectively and to interact with clients and team members
- Carrying a communication device is required
- Evening/weekend work may be required; Occasional travel as needed
- Rotating on-call coverage support required
- Requires physical activity including the regular moving of items of fifty (50) pounds or more
THE EMPLOYER
The Brattle Group answers complex economic, finance, and regulatory questions for corporations, law firms, and governments around the world. We are distinguished by the clarity of our insights and the credibility of our experts, which include leading international academics and industry specialists. Brattle has over 400 talented professionals across four continents.
EQUAL OPPORTUNITY
The Brattle Group is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, citizenship status, national origin, ancestry, sex, gender identity and expression, age, height, weight, domestic partner status, Acquired Immune Deficiency Syndrome or HIV status (AIDS/HIV status), genetic information, sexual orientation, disability (where the applicant or employee is qualified to perform the essential functions of the job with or without reasonable accommodation), marital status, veteran status, political affiliation, drug or alcohol abuse or alcoholism, or any other characteristic protected under applicable law.
We encourage all applicants to click to review our full Equal Employer Opportunity Statement and for more information on our commitment to promoting equity and inclusion across all identities and experiences.
