IT Support Lead

Key Responsibilities / Accountabilities

• Providing 1st to 3rd line support for regional US employees.
• 1st point of contact for all high priority Incidents and requests for executives and senior business stakeholders.
• Maintaining an excellent standard of support, and building relationships with key execs/PA's.
• Managing tickets via group service management tool, ServiceNow.
• Mobile device support and advanced troubleshooting skills (Apple & Android technologies).
• Advanced troubleshooting, taking ownership of wider impacting issues and root cause analysis.
• Liaising with and delegating tasks to relevant support teams for escalation.
• Daily checks, triage and support of on-site AV systems and conference rooms.
• Local printer support, including liaising with 3rd parties to ensure prompt diagnosis and remediation.
• Active Directory Users and Computer administration.
• Microsoft product support (Windows 11, O365).
• Basic MAC OS X support.
• Basic network troubleshooting skills.
• Participating in ad-hoc support requests, Desk moves, Desk side support and home visits.
• Serving the Connecticut office up to two days per week.
• Traveling to other US office locations to support senior executives during business-critical conferences/meetings.
• Ensuring adequate in-office support cover throughout core business hours 7am to 7pm (Mon-Fri).
• Potential for weekend support and out of hours support where necessary (inc weekends and Bank holidays).

Skills and Abilities

• An understanding of the importance of excellent customer service and a "can do" attitude.
• Excellent communication skills, both written and verbal.
• The ability to interact confidently with senior management, clients and colleagues.
• The ability to work very well in a team environment.
• The ability to think logically and remain calm under pressure.
• Strong prioritisation skills and ability to follow process.
• Patience and empathy when dealing with customers and colleagues.
• Effective problem solving skills based on clear reasoning and sound rationale.
• Tactful, diplomatic and able to thrive in an ever-changing environment.
• Able to work pro-actively, under pressure and independently with minimal direction.
• A good understanding of mobile devices, such as Apple smartphones and tablets.
• Strong background in Microsoft products, Microsoft Office and Windows versions.
• Familiarity and comfort in using web conferencing, collaboration tools and applications such as Microsoft Teams, Zoom, WhatsApp, Cisco Webex etc.

Knowledge and Experience

• IT industry experience.
• Microsoft Windows 11.
• Microsoft Office M365.
• Microsoft Teams.
• Video Conferencing Technologies.
• Apple OSX/Apple Mobile.
• Active Directory.
• Mimecast.
• ITIL Best Practice.
• Remote Support Tools.
• Incident, Request, Problem and Change Management.
• Knowledge of administrative and clerical procedures.

Compliance and Regulatory Responsibilities

• To remain compliant with FCA requirements at all times.
• To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.
• To share ideas, best practice and other information within the team.
• To ensure that own performance, HR and T&C records are up to date and meet the Company's requirements.
• To maintain accurate records and deal with correspondence appropriately.

Professional Qualifications

• Relevant professional IT qualifications.