Manager End Point Computing

  • Competitive
  • London, England, United Kingdom
  • Permanent, Full time
  • Broadridge
  • 13 Dec 17 2017-12-13

This is a leadership role in the UK which will provide IT support to end users across multiple locations ensuring incidents are resolved in a timely manner and within the assigned SLA’s. The role will have sole responsibility for onsite desktop support of the London and Edinburgh’s associates. In addition, this manager will also be responsible for taking an active role in leading desktop support members across the UK TSS Organization. The role also involves supporting the IT administration teams with a focus on networking technologies, although training and mentoring will be provided, any relevant prior experience would be useful.

General

  • Diagnose and resolve all assigned Level 1, 2 Incidents within the appropriate SLA’s
    • Communicate and document Incident progress and resolution
    • Research solutions and if necessary escalate incidents to Level 2 support
    • Investigate preventative measures and make recommendations
    • Contribute towards Knowledge Base/FAQ documentation
    • Manage third party support or repairs either on or off-site
  • Service Requests
    • Satisfy all assigned end-user Service Requests within the appropriate SLA’s
    • Communicate and document Service Request progress and resolution
    • Purchase new end-user equipment in accordance with the Purchasing Procedures
    • Configure and deliver new or previously used end-user equipment
    • Provision Infrastructure/application end-user access and permissions
    • Revoke access and permissions, and collect leavers equipment where necessary
  • Provide project support and assistance when requested by the Infrastructure Project Teams
  • Escalation of issues to senior management, manage crisis situations on a bridge call
  • Travel may be required in the event an acquisition project
  • Oversee other offices in the UK in the event support is needed
  • Provide administration support and assistance as needed working under the direction and supervision of the network administration team.
  • Respond to end-user Incidents or Service Requests in person, via phone, or electronically.
  • Assisting with the procurement of software, desktops, laptops & peripherals and ensuring stock control is maintained via weekly stock checks

Operations Support

  • Perform daily Infrastructure checks including server resources, system and key processes, reviewing System and application logs, and verifying completion of scheduled backup jobs.
  • Perform daily backup operations, ensuring all required file Systems and data is successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.

Key Relationships

  • Helpdesk Manager,
  • Network Manager

Qualifications and Experience

Skills

  • Required
    • Windows 7, 10
    • Basic Active Directory Administration
    • Desktop and Laptop hardware support
    • Microsoft Office Support
    • MAC OS knowledge
    • Printer installation and troubleshooting
    • Installing and configuring of Blackberry and IOS devices
    • A working Knowledge of TCP/IP Basics
  • Although not essential candidates with any of the following skills will have a distinct advantage
    • Hands on experience of configuring network equipment including switches and routers
    • SharePoint
    • An understanding of networking services such as FTP, SNMP, DHCP
    • Basic understanding of Unix/Linux
    • Exposure to firewalls, RAS or VPNs

General Responsibilities:

General

  • Diagnose and resolve all assigned Level 1, 2 Incidents within the appropriate SLA’s
    • Communicate and document Incident progress and resolution
    • Research solutions and if necessary escalate incidents to Level 2 support
    • Investigate preventative measures and make recommendations
    • Contribute towards Knowledge Base/FAQ documentation
    • Manage third party support or repairs either on or off-site
  • Service Requests
    • Satisfy all assigned end-user Service Requests within the appropriate SLA’s
    • Communicate and document Service Request progress and resolution
    • Purchase new end-user equipment in accordance with the Purchasing Procedures
    • Configure and deliver new or previously used end-user equipment
    • Provision Infrastructure/application end-user access and permissions
    • Revoke access and permissions, and collect leavers equipment where necessary
  • Provide project support and assistance when requested by the Infrastructure Project Teams
  • Escalation of issues to senior management, manage crisis situations on a bridge call
  • Travel may be required in the event an acquisition project
  • Oversee other offices in the UK in the event support is needed
  • Provide administration support and assistance as needed working under the direction and supervision of the network administration team.
  • Respond to end-user Incidents or Service Requests in person, via phone, or electronically.
  • Assisting with the procurement of software, desktops, laptops & peripherals and ensuring stock control is maintained via weekly stock checks

Operations Support

  • Perform daily Infrastructure checks including server resources, system and key processes, reviewing System and application logs, and verifying completion of scheduled backup jobs.
  • Perform daily backup operations, ensuring all required file Systems and data is successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.

Key Relationships

  • Helpdesk Manager,
  • Network Manager

Qualifications and Experience

Skills

  • Required
    • Windows 7, 10
    • Basic Active Directory Administration
    • Desktop and Laptop hardware support
    • Microsoft Office Support
    • MAC OS knowledge
    • Printer installation and troubleshooting
    • Installing and configuring of Blackberry and IOS devices
    • A working Knowledge of TCP/IP Basics
  • Although not essential candidates with any of the following skills will have a distinct advantage
    • Hands on experience of configuring network equipment including switches and routers
    • SharePoint
    • An understanding of networking services such as FTP, SNMP, DHCP
    • Basic understanding of Unix/Linux
    • Exposure to firewalls, RAS or VPNs