Job Purpose
As a Helping Hands Support Specialist, you will act as the primary on-site technical point of contact, bridging the gap between complex IT systems and the end-user experience. Your mission is to provide comprehensive "Smart Hands" support, ranging from hardware lifecycle management and software configuration to providing ad-hoc guidance to the management team. You will be responsible for maintaining high levels of productivity and user satisfaction by ensuring all digital workplace tools—both physical and virtual—are optimized and functional.
Responsibilities
* End-User Support & Instruction: Deliver expert guidance on IT topics, including Office 365, MS Teams, and Adobe Acrobat, while assisting users with data backups and restores.
* Digital Workplace Management: Install, configure, and profile the Siemens Digital Work Place (DWP) and virtual DWP (vDWP) in strict accordance with Siemens AG specifications.
* Hardware & Mobile Infrastructure: Commission and configure mobile devices (smartphones, tablets) and provide on-site support for the installation of electrical connections for clients and peripherals.
* Technical Troubleshooting: Identify and eliminate fault patterns in collaboration with Siemens IT and 3rd party vendors. This includes repairing hardware within warranty and managing replacements for out-of-warranty equipment.
* Event & AV Support: Facilitate video conferences and live meetings, providing technical oversight for VC systems on a "reasonable endeavors" basis.
* Operational Administration: Manage the end-to-end lifecycle of IT requests, including ordering onboarding/offboarding services, processing hardware/software orders via internal systems, and meticulously recording all activity in the internal ticketing tool.
* Service Excellence: Escalating complex incidents to the next level as per established processes and maintaining documentation for operational and IT service workflows.
About You
* Technical Proficiency: You possess a strong working knowledge of Windows environments, mobile device management, and virtual desktop infrastructure (vDWP).
* Customer-Centric Mindset: You thrive in high-pressure environments and are committed to hitting a minimum CSAT target of 4.2/5.0.
* Proactive Problem Solver: You have a proven track record of resolving at least 65% of generated incidents within the reporting period.
* Professional Communicator: You are comfortable providing ad-hoc advice to leadership teams and can translate technical jargon into clear instructions for non-technical users.
* Reliable & Present: You are comfortable with 100% onsite presence in London, Monday through Friday, and are ready to support large-scale on-site roll-out campaigns.
* Organized: You are diligent with documentation and understand the importance of tracking every incident to ensure data integrity and service transparency.