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About the Role
The Desktop Support Specialist – L3 provides advanced technical and end-user support for desktop workstations, client-server based desktop applications, and related corporate wireless devices. This role functions as the highest level of escalation for problem resolution and serves as a Subject Matter Expert for the team.
Responsibilities
- Timely and high quality delivery of corporate services and assets such as the provisioning and setup of End-User devices (desktop, laptop, mobile device, workstation, and workspace), Microsoft Office, Microsoft Exchange, Microsoft Active Directory and overall management of corporate assets
- Advanced Investigation, diagnoses, troubleshooting and upgrade A/V hardware and meeting room equipment, including Poly, Crestron and Zoom support
- Assist with the installation, configuration and ongoing usability of End-User devices, peripheral equipment and software for both local and remote users
- Investigation, diagnoses, troubleshooting, administration and final resolution of all assigned work relating to supported operating systems, desktop applications, hardware, and peripherals including Windows 10, Microsoft Office Suite, Anti-Virus, Adobe suite products, AirWatch UEM MDM, iOS, Ubuntu, VirtualBox, Corporate Mobile Devices
- Troubleshooting basic network issues for user’s workstation
- Deployment and manage user’s workstations using SCCM/MDT, Landscape and Airwatch
- Creating and administering packages for mass deployment using SCCM, Landscape
- Monitoring and creating workstation and user based group policies in Group Policy Objects (GPO)
- Performing regular audio video equipment checks for the conference room machines
- Assist in maintaining internal systems like VOIP telephone systems and telephone peripherals
- Tickets and ticketing system including: creation, administration, action, and closure of assigned work ticket requests
- Evolution and support of the desktop deployment automation tool suite
- Ability to navigate Active Directory in support of user object and computer object related issues
- Developing and enhancing internal procedures and ensuring that all documentation, run books, knowledge base articles, project plans, business cases, and Method of Procedures (MOPs) are up to date
- Contribute to team strategy discussions
Requirements
- A post-secondary degree or diploma in Technology Management with experience supporting desktop computing needs within a networked environment, or equivalent combination of education, training and experience
- 5+ years’ experience building, troubleshooting, and repairing desktops and laptops in an enterprise environment
- 5 + years of experience supporting conference rooms, auditoriums and meeting rooms, including all hardware and A/V equipment
- Advanced knowledge of Microsoft Windows, Apple, and Linux (Ubuntu/Landscape) hardware and operating systems
- Hands on experience with SCCM/MDT for Windows, Landscape for Ubuntu, MDM for mobile devices
- Advanced knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment
- Advanced knowledge and working experience with end-user applications including: AntiVirus, Microsoft Exchange, Microsoft Office Suite and related applications such as Outlook, Visio and Project
- Demonstrated experience with scripting (PowerShell) and desktop automation (SCCM/MDT)
- Comprehensive understanding of local area networking and the setup and configuration of end user devices, such as desktops, printers and other wireless devices
- Demonstrated ability to work collaboratively in a team environment as well as independently in an effective and organized manner, within a complex and challenging environment
- Ability to train and mentor other team members
- Ability to prioritize assigned workload and respond quickly to critical issues
- Comfortable working under pressure in a fast-paced setting
- Excellent interpersonal and communication skills in both verbal and written English
- Highly resourceful with good problem-solving abilities
- Enthusiastic and with a commitment to learning, and passing along their knowledge
- Candidates must have the right to work in the UK at the time of application.
Skills
- Desktop Support
- Hardware Troubleshooting
- Software Troubleshooting
- A/V Equipment Support
- Poly
- Crestron
- Zoom
- Microsoft Office
- Microsoft Exchange
- Microsoft Active Directory
- Windows 10
- iOS
- Ubuntu
- VirtualBox
- SCCM
- MDT
- Landscape
- AirWatch UEM MDM
- Group Policy Objects (GPO)
- VOIP Telephone Systems
- PowerShell
- Networking
- Interpersonal Skills
- Communication Skills
Location
- UK
Work Type
- Full-time
Experience Level
- 5+ years
Education Level
- Post-secondary degree or diploma in Technology Management
Benefits
- Competitive compensation
- Competitive benefits
About the Company
- For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions.
- We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.
- Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.
- We believe great businesses thrive on diversity, inclusion, and the contributions of all employees.
- To learn more about our business, culture, and community involvement, visit www.globalrelay.com.
Equal Opportunity
- Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.
- We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.