Associate IT Desktop Support TechnicianRemote - United KingdomJR013458 At Ensono, our purpose is to be a relentless ally, disrupting the status quo and enabling our clients to Do Great Things. As a trusted technology adviser and managed services provider, we help clients navigate continuous change and embrace innovation. We deliver world-class transformational services across hybrid cloud, infrastructure, mainframe, data, IdAM, and cloud-native solutions, simplifying complex business challenges and creating new pathways to success. Headquartered in the USA and backed by private equity, Ensono has a strong track record in the UK and Europe, with growth plans built on trusted partnerships and deep industry expertise. Key responsibilities: Availability & Incident Management Provide timely resolution of hardware and software issues on information systems Maintain system operations in accordance with regulatory requirements, with focus on confidentiality and security Troubleshoot and resolve day-to-day Windows and Mac computer operations, including print, scanning, authentication (AD and Okta), Intune, SCCM, JAMF, and patching Capacity, Configuration & Architecture Management Develop understanding of Ensono's desktop, laptop, tablet, and operating system environments Manage profile version control, application version control, license management, and peripherals Document and ensure deployed systems meet all hardware and software standards and configurations Contribute to system lifecycle recommendations and funding requests Work with End User Experience Team and Operations to maintain end-user computing hardware SLAs Conference Room & Video Conference Support Provide service and support for conference room A/V equipment, including projectors and video conferencing systems Set up and support video and presentation equipment for company presentations, forums, and townhall meetings Telephony & Network Support Deliver Level 1 & 2 support for phones and network Manage support from switch port to desk, including physical phone hardware Priority Management Manage multiple assignments simultaneously, balancing resources, priorities, deadlines, and time Collaborate across multiple disciplines and groups Work independently when required Change & Release Management Apply IT production and change management best practices across all Information Systems areas Proactively communicate changes to all affected parties within the IT department Follow and document strict testing and deployment methodologies Assist with image testing, distribution verification, and testing of technical components that impact desktop environments Disaster Recovery & Business Continuation Follow processes and maintain appropriate system operations environments Observe and evaluate modern technologies and methodologies Develop and maintain testing plans and documentation QUALIFICATIONS Required Skills & Experience Specialization in Microsoft Windows and Apple macOS systems, related software, and peripherals Ability to troubleshoot high-priority issues and interface with users at all levels, including C-level executives, VPs, directors, and global associates Strong analytical ability to solve increasingly complex technical and administrative problems Hands-on experience with desktops, laptops, tablets, mobile phones, and peripherals Proficiency in software installation and Level 1/2 support Excellent documentation and business communication skills Ability to translate technical problems and solutions into clear business language Calm, professional demeanor in all situations Capability to work independently and as part of a team Ability to collaborate with technical and facilities teams Must be available to work on-site at our London office 2-3 days per week Problem Resolution Resolve problems entirely by completing work or coordinating all necessary resources for ultimate resolution and problem management continuity Education English & Math's - Level 4/Grade C GCSE Technical Knowledge Desktop systems administration Windows OS and Apple macOS System Center, Intune, Azure Antivirus and encryption solutions Printers, scanners, and peripherals Microsoft 365 applications (Word, Excel, Outlook) Microsoft Teams (highly desired) What we can offer you: We are a people-first business, which means people are at the heart of everything we do here. We offer our associates a safe environment where learning, knowledge sharing, and open communication is encouraged. Whether at one of the internal events, such as socials, competency meet-ups, hackathons or as part of one or more of our global Community Groups, such as Beautiful Brains (for the neurodiverse and curious), HERO (helping to education regarding orientation), E-Vets (Ensono veteran community) and many more we have strived to build a business where everyone feels welcomed, included, and valued JR013458