Job Description
Based in fabulous offices in central London, with a fantastic team, FGS Global is a leading global strategic communication consultancy operating in the main business hubs around the world.
We are looking for a Junior IT Support Analyst to provide 5 days of on-site technical support for the London office. The analyst will at all times provide high-end 1st line support and maintain the highest level of IT support by completing all applicable troubleshooting steps and following firm procedures and policies to ensure end-user concerns are handled in a timely and professional manner.
This role will involve:
* Providing 1st line support, and be the first point of contact for staff based in the UK, both office-based or remote
* Escalations to 2nd and 3rd line support.
* Track, maintain, and document all IT support calls, and ensure user problems are handled quickly and that open trouble-tickets are closed promptly.
* Assist in maintaining the IT asset inventory
* Provide support on all workplace technologies (Windows, MacOS, Microsoft 365, Okta, Teams, SharePoint, Box, Intune, JAMF), Azure Active Directory - users, passwords, account creation and hardware estate (majority Dell)
* Support of meeting room Audio Visual requirements, and the day-to-day support of Video Conference facilities and services. This includes Teams, Zoom, and other third-party solutions
* Support, assist, configure, deploy and repair computer and printer hardware, including supported smart devices, both Windows and Mac devices, vast majority of our real estate is Windows.
* Assist with Onboarding / Offboarding
Necessary attributes & skills
* Up to 2 years of relevant experience
* Workstation hardware knowledge (Windows 10/11 Laptops & Apple MacBooks)
* Mobile / Tablet device knowledge (iOS / Android / BYOD)
* SaaS software - Microsoft 365, Okta, AzureAD, SharePoint, Box, Teams, etc.
* Other software - Windows 10/11, MacOS, Windows Server, Active Directory, Adobe Creative Cloud, etc.
* Basic understanding of networking concepts and technologies
* BA/BS degree in Information Technology, Computer Science, or a related field of study is a plus
* Solid technology foundation & knowledge (Hardware, software, cyber-security, and phishing awareness)
* Strong experience in documentation & processes (preferred)
* Ability to use sound judgement and discretion in dealing with highly confidential information.
* Relevant Technology Certifications are a plus
* Ability to maintain regular attendance in the office (5 days per week) and work the regular office hours of 8:30 am to 6 pm.