Location:
London
Department:
IT Service Desk
Reports To:
Head of IT
Job Summary
We are seeking a dedicated IT Support Specialist to join our dynamic team in providing technical assistance and support to our employees and VIP users. This role involves troubleshooting hardware and software issues, maintaining IT systems, and ensuring a seamless user experience. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a commitment to delivering high-quality service in a professional environment.
Key Responsibilities
* Provide first-line technical support to end-users via phone, email, remote access, or in-person, resolving issues related to hardware, software, and network connectivity.
* Troubleshoot and diagnose common IT problems, including operating system errors, application malfunctions, and peripheral device failures.
* Assist in the setup, configuration, and maintenance of desktops, laptops, printers, and other IT equipment.
* Support VIP users (such as executives and key stakeholders) with priority response times, ensuring minimal downtime and personalized assistance.
* Install and update software applications, including operating systems (Windows, macOS) and productivity tools (e.g., Microsoft O365) and
various fintech applications (e.g. Bloomberg, Trafix)
* Perform basic network troubleshooting, including Wi-Fi connectivity, VPN setup, and IP configuration.
* Document support tickets, resolutions, and user interactions in the IT helpdesk system for accurate tracking and reporting.
* Collaborate with Infrastructure department on escalated issues and contribute to knowledge base articles for common problems.
* Conduct user training sessions on IT best practices, security awareness, and new tools.
* Maintain inventory of IT assets and ensure compliance with company security policies.
Requirements and Qualifications
* Proven experience in IT support or a similar role (3 or more years).
* Solid knowledge of common operating systems (Windows 10/11, Windows server 2019 and above, macOS) and productivity software (Microsoft Office 365, SharePoint Online, email clients like Outlook).
* Familiarity with basic Active Directory roles / Azure AD / Exchange On-Line
* Familiarity with basic networking concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting (e.g., RAM upgrades, hard drive replacements).
* Experience with helpdesk ticketing systems (e.g., Atlassian Jira, FreshDesk, etc.) and remote support tools (e.g., RDP, TeamViewer, AnyDesk, etc.).
* Strong customer service skills, with the ability to communicate technical information clearly to non-technical users.
* Ability to prioritize tasks, especially when supporting VIP users with urgent needs.
* High school diploma or equivalent; a degree in IT, Computer Science, or a related field is preferred but not essential.
* Maintain a professional and neat appearance in accordance with company standards to foster a positive and respectful workplace environment.
* Spoken languages: English (a
dvanced and above), Russian (advanced and above)
What We Offer
* Competitive salary and benefits package.
* Opportunities for professional development and certification reimbursement.
* A collaborative and inclusive work culture.
* Flexible working hours with potential for hybrid arrangements.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.