Overview
Join to apply for the Support Technician - Customer Site London role at Codestone Group.
Location: Customer Site (London) with remote support for all customer users.
About Codestone: At Codestone, we're not just part of the AI + Cloud movement – we're leading it. As Europe's trusted business transformation partner, we deliver advisory and consultancy services spanning ERP, EPM, analytics, cybersecurity, infrastructure, modern work, and IT managed services. Backed by FPE Capital, we're scaling fast while staying true to our people-/client-first spirit.
About the role and benefits are described below. This description retains the original language and context and has been reformatted for clarity and accessibility.
Responsibilities
* Responsible for traditional 2nd line duties including desktop support, server support, live meeting management (Teams), kit procurement, equipment configuration (phones and laptops), etc.
* Deliver a high level of customer service to all staff levels, up to Directors.
* Provide support for desktops, laptops (Windows & Mac), mobile devices, and core IT services.
* Assist with server administration and advanced configuration tasks under supervision.
* Support networking and wireless technologies, including troubleshooting connectivity issues.
* Manage and resolve O365 security and administration issues, including user account management and access controls.
* Assist in virtual machine technologies for provisioning and maintenance.
* Deliver excellent customer service to all staff levels, ensuring timely issue resolution.
* Monitor and maintain IT systems using support tools aligned with ITIL best practices.
* Contribute to incident management, logging and tracking issues within SLAs.
* Support key business applications and ensure minimal disruption to users.
* Assist with IT procurement, equipment configuration, and asset management.
* Document resolutions, technical processes, and troubleshooting steps for internal knowledge sharing.
Key Competencies
* Collaboration: Working closely with senior IT teams and leadership to align support practices with organisational goals.
* Customer Focus: Demonstrates empathy, patience, and attentiveness in all environments.
* Communication Skills: Translates technical information into clear, non-technical language for customers; actively listens to understand concerns.
* Adaptability and Flexibility: Stays calm under pressure and manages multiple customer needs simultaneously.
* Time Management and Prioritisation: Balances a workload of technical tasks while ensuring critical issues are addressed; meets SLAs.
* Ownership and Accountability: Takes responsibility for resolving issues from start to finish and follows up to ensure satisfaction.
* Continuous Learning: Stays updated on technical progress and proactively develops skills.
Experience & Skills
* Advanced Technical Knowledge: Diagnosing complex hardware and software issues, including server-level support.
* Networking Skills: Configuring switches, routers, and basic wireless network management.
* Systems Integration: Understanding how different systems interconnect.
* Virtualisation: Familiarity with VMware, Hyper-V, or other virtual environments.
* Backup and Recovery: Experience with backup software and data recovery processes.
* Vendor Coordination: Managing warranties and liaising with third-party vendors.
* Apple Support: Business environment experience with macOS, iOS, and iPadOS; strong troubleshooting for Apple hardware/software.
Essential AV Technology Experience
* Video Conferencing & Collaboration: Logitech Rally Bar/Bar Mini/Huddle Bar, Huddly L1, Microsoft Teams Rooms, Logitech Tap panels, Logitech Scribe.
* Pro AV Signal & Control: Lightware UCX, Crestron NVX, CP4, control panels, HD switchers.
* Professional Audio Systems: Biamp Tesira/Tesiraforte, Biamp amplifiers, Shure wireless mics, induction loop systems.
* Event & Production Equipment: NewTek Tricaster Flex, BirdDog PTZ, Sony SRG-X400 PTZ.
* Media & Content Platforms: Brightsign, Mediastar IPTV, Sonos audio systems.
Nice-to-Have Skills
* Sound masking systems (Biamp QT X 600D).
* Podcast production using Rodecaster Pro.
* Williams AV assistive listening devices.
* General AV troubleshooting & signal flow diagnostics.
Other Tech Proficiencies
Office 365; License administration; Creating new users & groups; Microsoft Exchange Hybrid; SharePoint; OneDrive; Teams; Azure; Conditional Access; MFA; Intune (MDM); ADFS; Apple Business Manager; JAMF.
Benefits
* From 25 days holiday (plus Bank Holidays), rising with service up to 28 days.
* Contributory pension; volunteering day; hybrid working; training and development.
* Casual dress code; cycles to work; EV salary sacrifice; recruitment and referral schemes.
* Annual events; wellbeing programmes; life assurance; healthcare cash plan; employee assistance; virtual GP.
* Extended maternity and paternity leave; and more.
Equal Opportunities
Codestone is committed to a diverse and inclusive workplace. We provide equal opportunities for employment and advancement regardless of race, colour, ethnicity, gender, gender identity or expression, sexual orientation, religion, age, disability, marital status, veteran status, or any other protected characteristic. If you require reasonable adjustments, please contact [email protected].
Apply today! This role is listed as Full-time, Information Technology, IT Services and IT Consulting. Seniority level: Entry level.
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