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Fender Musical Instruments Corporation is a world-famous brand with offices across the globe. Fender was born in Southern California and has built a worldwide influence beyond the studio and the stage. A Fender is more than an instrument; it's a cultural symbol that resonates globally.

About the role

We have a unique opportunity for a Senior IT Technician, EMEA to join our IT team, based at our Fender EMEA head office in East Grinstead! Reporting to Sy Hughes, (Director, Global Infrastructure). This role is to provide end user support to the 210 users spread across the EMEA offices in the UK, Germany, Netherlands and Ireland. The role includes installing, diagnosing, repairing, maintaining, and upgrading all PC / MAC hardware, associated operating systems, applications, and peripherals to ensure end-user satisfaction.

If you're passionate about making a difference, working with a close knit team, and will enjoy the challenge of working across a European business...this role is for you!

Hybrid Working

Post COVID-19, Fender is working under a hybrid flexible working arrangement, with most employees working both from home and the office. This means that in most cases, our employees will experience a blend of working from home, or from the office, dependent on what type of role they undertake and the requirements of that role. We encourage leaders to both manage business requirements and offer flexibility where possible.

Main Responsibilities

• Develop IT support team members to a high standard with a focus on first time fix
• Provide Senior level support in the IT Support Function
• Provide more input into hardware requirements for the EMEA region
• Visit other EMEA offices to provide support and IT ownership
• Integrate into the IT global team with the vision of running future global IT Support projects
• Ownership of backup systems and fix faults
• Training of VMWare Systems or future cloud offerings to integrate more with the IT Ops team
• Install, configure, maintain, and upgrade computer hardware, operating systems, applications, and peripher als
• Administration of Office 365 tools
• Perform analysis, diagnosis, and resolution of problems related to computer hardware, operating systems, applications, and peripherals
• Recommend and implement proactive or automated solutions to resolve recurring system-related issues
• Utilize tools to assess the need for performance upgrades to systems
• Ensure the overall efficient operation of the company's computing environment
• Receive and respond to incoming calls and e-mails regarding problems with computers, associated hardware and software
• Ensure that the computer systems are provided with appropriate network connectivity through Fender's existing LAN and wireless LAN
• Maintain an inventory of standard related hardware and software
• Maintain helpdesk notes and documentation concerning daily activities
• Interact with approved hardware, software and services vendors
• Setup new user accounts within Active Directory and provision users for access to Exchange, VPN and print services
• Perform basic security functions within a Windows-based network, such as: resetting passwords, changing file and directory permissions, enabling or restricting access to network services

This is an indication of the main responsibilities of the role and the Company reserves the right to amend the content of the role at its discretion.

Person Specification

• Administrative knowledge of Windows and Office
• Functional knowledge of Microsoft Exchange, Active Directory, FTP and TCP/IP
• Excellent technical knowledge of PC and MAC desktop and laptop hardware.
• Hands-on desktop/laptop PC hardware installation, configuration, maintenance and troubleshooting experience.
• Ability to conduct research into MAC/PC issues and products as required.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal, oral communication, written communication and relationship-building skills.
• Ability to present ideas in non-technical language.
• Analytical and problem-solving abilities.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.
• Ability to support European language users (ability to speak foreign languages is not essential)