About the job
Our end-user support team provide exceptional 2nd line support to our internal customers in AO’s ever growing 2000+ user base. Primarily you will be responsible for maintaining our daily operations in our main Bolton HQ. This is Inclusive of technical support across a wide range of devices and multiple OS platforms (Primarily windows based). Our new AOers need to be kitted out with their tech and equipment to help them hit the ground running, and our current AOers sometimes need a little extra support when a quick “turn it off and back on again” doesn’t quite do the trick! You will have the opportunity to work autonomously to identify and tackle areas of improvement throughout your role with the opportunity to work closely with the team on numerous projects in relation to ongoing customer service & efficiency initiatives., Mobile Number
- Will you now or in the near future require visa sponsorship?
- What are your salary expectations?
- Are you able to commute to our Bolton head office 4 days a week?
- This role may involve travel once a month to our Manchester, Crewe or London offices. Can you confirm you are able to do this?
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Describe your responsibilities
- Reasonable adjustments We want to make sure you’re given the best possible chance to shine in your interview, so you may need us to do things in a slightly different way. This could be requesting a ground floor room or bringing along a sign interpreter to name just a few. Fill in the below box if there’s anything we need to know so we can adjust the process to support you.
- Prioritising calls and managing escalations where required
- Demonstrating problem solving skills; ability to visualize a problem or situation and think abstractly to solve it
- Constantly keeping our end users informed, oral and written communication skills are essential, the ability to be able to produce clear and concise written information.
- Displaying a Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
- Providing day to day Support of ‘Live’ Application Systems
- Identifying areas of improvement and driving change
- Remote monitoring of business-critical products and service levels, PC and server configuration
- Providing offsite/onsite support where required (Travel to other locations in the UK will be required), Strong knowledge and experience working with Windows OS including Windows 10 and 11
- Good working knowledge of Apple MAC OS
- Good working knowledge of Printers and Print Management solutions.
- Extensive knowledge of the Microsoft 365 Suite
- Knowledge of Microsoft Azure Active Directory & Exchange Online/on-premises.
- Good knowledge of networking and internet technologies and various operating system setup & configurations, technical support skills handling problems related to DNS, DHCP
- Software Deployment experience SCCM, InTune etc
- Knowledgeable of varying tools for device configuration (Autpilot and Intune).
- Hardware Repairs (Laptop/Desktop/Mobile).
- Microsoft 365 suite knowledge (Microsoft Teams/SharePoint/OneDrive).
- Good knowledge of script creation (including powershell & batch) would be beneficial
- Service Desk software experience (e.g. HaloITSM)
- Video Conferencing configuration and management experience.
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