Desktop Support Specialist

  • New York
  • Business Services
  • Full-time
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The Business Resources Team are responsible for many vital aspects of the business,  and we are here to ensure that our staff can be as successful and self-sufficient as possible.
Our team is in charge of all travel and office resources. We devise and implement policies in consultation with the business. The Travel, Business continuity and company “giving” policy lie in our hands. We provide IT support where you need it, training and how-to guides in how our offices and technical facilities work. We are responsible for all IT related acquisition, maintenance, Hardware Purchasing & Installation, software license management, new joiner onboarding and ongoing desktop support.
We know where ALL the cables are – and yes – we can probably find a post-it when you need it too.

The role of the Desktop Support Specialist
We are looking for a hardworking, professional and committed individual who is at the pinnacle of their IT career to join R3 in an exciting new role within the Desktop team.
 
Our Desktop team is expanding as R3 continues to grow. The successful candidate must be a specialist in Microsoft technologies including M365 and Azure, encompassing AAD and Intune. As well as having hands on experience using Jamf MDM, Jira, Confluence, AWS and GCP. The candidate should be willing to develop their skills further to support our demanding internal userbase.

Responsibilities

  • Working within the Desktop Support team to provide top class support to 400+ users spread across 13 locations. (London/India/NYC/Brazil/Singapore/Ireland/Germany/Australia/Taiwan/Hong Kong/San Francisco/Canada and various US States)
  • Point of contact for user support requests received via Jira Service Desk, meeting SLA timings and driving resolution in accordance with well-established policies and procedures.
  • Roll out and maintenance of hardware and peripherals, including laptops, phones and printers.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, hardware, and applications.
  • Carry out daily meeting room checks, liaising with 3rd party vendors to report faults and repairs.
  • Provide remote/onsite support to all users including at R3 events, both internal and external.
  • Liaise with 3rd party vendors for new hardware, renewals, and quotations, working with our Procurement Manager.
  • Hands on knowledge of the procedures used in the installation, modification maintenance and repair of IT hardware and software.
  • Onboarding/Offboarding of users -This includes building/configuration of user laptops, monitors etc.
  • Participate in project planning activities

Required Skills/Experience

  • Expert and deep understanding of M365 and Azure AD administration
  • Hands on experience using MDM technologies including Intune and Jamf
  • Knowledge and day to day usage across all operating systems. Windows, MacOS, Android, iOS and Linux distributions
  • Experience with services and technologies including but not limited to Egnyte, Cisco Webex, Teams, SharePoint, OneDrive, Zoom, Papercut, Jira, Confluence, Meraki, Adobe and TeamViewer
  • Minimum 3-5 years experience in a smiliar environment
  • Good communication and excellent organisation skills.
  • Ability to quickly establish strong working relationships across all levels of seniority and manage user expectations.
  • Excellent problem-solving skills and someone who has the ability to use their own initiative, which at times may include conducting research into a wide range of issues.
  • Passion using and learning about new technologies.
  • Enthusiasm for continual learning and improvement.
  • Ability to effectively priorities and execute tasks

Qualifications

  • Microsoft 365 Fundamentals or equivalent
  • Microsoft Azure Fundamentals or equivalent
  • ITIL v3/4 Foundation
  • Cisco CCNA or equivalent
  • CompTIA Network+

 

How We’re Handling Covid-19

We are extremely grateful to continue to grow as a company during these unprecedented times. Our #1 priority is the health, safety, and wellbeing of our current and future R3’ers. We want to share with you what we’re doing and what you can expect throughout our interview and on-boarding processes.

Since March, most R3’ers have been working remotely, although we have opened some key office locations global, with limited capacity for those that cannot work from home or need to come into the office.

As you go through the virtual interview process with us, please don’t worry if children or pets make a guest appearance. We understand these things happen- it’s real life after all! If we are fortunate enough to welcome you to the team, we’ll get a laptop couriered to you and get you set up virtually on your first day.  We also provide you with a “Work From Home” allowance to enable you to purchase some equipment to be more comfortable and productive.

We Have And Will Continue To Take Steps To Ease Some Of The Burden For Our R3’ers

We understand that Work From Home (WFH) life can be challenging in many ways, so some of the additional support measures we have in place include;

  • New Starter WFH allowance (as mentioned above) to get you setup to work productively at home
  • Additional access to wellbeing resources (as well as the support provided as part of your Vitality Private Medical) including a year’s free subscription to the Headspace app and modules on our Lessonly training platform from MindGym (including Goal getting, Stress Busters and Virtual Work)
  • We also have additional health and wellbeing resources available on our wiki pages when you join.

R3 may process the personal data collected or identified as being imported in accordance with R3’s Recruitment Privacy. Read the policy here. In particular, R3 will use the personal data provided for the purposes of processing your application for the role you have applied for, to assess your suitability for the role as well as to enter into a contract with you if you are successfully brought onto the R3 team.

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