Job Advert
Internal Job Title: Global IT End-User Support Specialist
Business: Lucy Electric
Location: Thame
Job Reference No: 4175

KEY ACCOUNTABILITIES:

• Strong technical knowledge of Microsoft 365, Windows OS, and end-user hardware.
• Use and understanding of IT tools and platforms including Active Directory, Azure AD, Exchange, Microsoft 365 and ServiceNow (or similar ITSM tools).
• Proven ability to troubleshoot and resolve a wide range of hardware and software issues across PCs, mobile devices, and other user technologies.
• Excellent communication skills, both written and verbal, with a friendly, professional and approachable manner.
• Strong customer service orientation with the ability to support users of varying technical proficiency.
• Pro-active and reactive, self-motivated individual, flexible, well-organised, with the ability to manage and prioritise multiple tasks effectively in a dynamic environment.
• Collaborative team player with a proactive and positive attitude.
• Demonstrated commitment to delivering a high-quality end-user experience.
• Analytical mindset with a problem-solving approach and a drive for innovation and improvement.

QUALIFICATIONS, KNOWLEDGE, AND EXPERIENCE:

Minimum:

• Degree in an IT-related subject
• 3+ years’ experience in an IT End-User Service or Desktop Services role.
• ITIL3/ITIL4 Certification, or 2+ years’ equivalent experience in an IT Service Management
• An understanding of Infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS, AD), including administration and operation.
• Experience of Microsoft 365 Deployment and Operations
• An understanding of Microsoft Azure Cloud Eco Systems and Services
• Operational experience of ServiceNow or similar ITSM system with an understanding of Incident Management; Change Management; Request Fulfilment.
• Strong Verbal and written communication skills; Excellent problem-solving skills
• BYOD/MDM Deployment and Support
• An understanding of Information Security (InfoSec) and Cyber Security fundamentals

Desirable:

• Project management certification or experience of delivering projects
• Strong understanding cloud technology and their application in enterprise environment

The IT End-User Support Specialist plays a vital role in delivering day-to-day on-site operational IT support and remote assistance across all Lucy Companies. As the face of IT and the first point of physical contact at your location, you will be part of a collaborative team spanning nine countries worldwide, ensuring the seamless delivery of End User Computing (EUC) services that provide business value and enable users to fully leverage and exploit the tools and technologies available to them; including hardware, printers, operating systems, applications, and end-user devices. Success and value of this role is to continually enhance the end-user experience, the role is driven (and measured) by your ability to deliver prompt, high quality support that drives user satisfaction and contributes meaningful value to the business.