IT Support Associate - Europe London, England
Job description
APCO Worldwide, a global strategic communication firm, is seeking a professional, determined, client service-oriented IT Support Associate to join its global IT team in the London office.
The IT Associate works to ensure a smooth operational technology environment through proactive engagement with our staff as requirements, issues or problems arise. The IT Support Associate will be a part of an integrated global team providing quality guidance and support to colleagues locally and across the APCO network. The role offers extensive on-the-job learning opportunities and you will be working with the very latest hardware and collaboration technologies.
The most important qualities for success in this role are:
- A genuine interest in technology.
- Determination, adaptability, independence and the ability to “find” work.
- Effective prioritization and organizational skills
- Empathetic communication skills
- Demonstrable ability in troubleshooting complex issues, research, analysis and critical thinking
Primary Responsibilities:
- Help desk support for regional and global users both in-person and remotely, working with the global service desk team and ensuring cases are updated and repeating issues are addressed effectively.
- Perform hands on support, both preventative and remedial for all company technologies, mobile devices, applications, cloud services, conferencing rooms and peripherals or other technologies as required.
- Engage service providers and vendors in logging support or service tickets as required or assigned.
- Participate in projects to improve service provision, performance or to resolve an ongoing requirement.
- Other responsibilities as assigned.
Qualifications:
- BA/BS or Technical degree in Information Technology, MIS or related field is highly desirable
- COMPTIA A+ and/or Network+, Microsoft certification (MTA, MCP, MCITP, MCSE) or JAMF certification highly desirable.
Required Knowledge/Experience:
- 1year of relevant experience, ideally with a professional services firm.
- Supporting PC and Mac hardware, peripherals and networking technologies.
- Hardware and software troubleshooting techniques, tools and utilities
- Office365 or other business productivity suite administration experience
- Experience supporting Zoom and Teams for remote users, and an understanding of conference room AV technology.
- Experience working consistently within a call tracking system (e.g. Freshservice), assigning, updating and closing tickets in a reliable manner
- This role requires occasional lifting up to 50 lbs and may require the candidate to work from other APCO locations for short periods of time
