Overview
The Tech Support Specialist will serve as the on-site technical lead at a Central London office for a fast-growing global brand, focusing on Level 2 technical support. This role requires delivering friendly face-to-face assistance and managing audio/visual setups for events while collaborating with the global service desk on complex issues. The specialist will play a vital role in maintaining a smooth technological environment for employees and visitors alike.
Responsibilities
- Run the office’s walk-in "Tech Basecamp", providing prompt face-to-face support.
- Fix complex hardware, software, and SaaS issues escalated from the Global Service Desk.
- Conduct root cause analysis on recurring issues, collaborating with Senior Specialists and Engineering for permanent fixes.
- Manage the local hardware lifecycle, including staging, provisioning, deployment, inventory, and secure disposal.
- Oversee the office's A/V needs and support in-person and hybrid events, including global Town Halls.
Requirements
- Strong hands-on experience administering macOS in an enterprise environment, including MDM deployment and troubleshooting.
- Good working knowledge of Google Workspace, Okta/SSO, JML processes, and RBAC, with confidence in fixing MFA and access issues.
- Experience diagnosing and repairing enterprise laptops, peripherals, and conferencing equipment.
- Familiarity with an ITSM platform such as Jira Service Management.
- Demonstrated strong communication skills, with the ability to empathize and calm frustrated users.
- Proactive problem identification and planning, especially prior to events or rollouts.
- ITIL certification and experience with Logitech Rally Bar, Google CTL Chromebox for Meetings, or MacBook-based A/V setups are advantageous.