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Service Desk Engineer

3 months ago

Glasgow, Glasgow City, United Kingdom Navisite Full time
Navisite is looking for a Senior

Support Engineer with Mac experience

to join our expanding team and work from our Glasgow based office. This role is offered primarily as an office-based role, Hybrid working is a possibility in the future.

This role will be support of one of our customers who are based in London.

To be considered for this role you should have at least 3 years' experience supporting and deploying

Apple Mac

and Windows Devices.

Responsibilities:
n

  • Provide high quality remote support to our users for Windows and Mac Devices.n
  • To bring specific Mac experience to an established team, helping to improve Mac understanding, working with other internal IT teams to build Mac specific builds and security policies.n
  • Working with the wider IT team to implement MacOS policies, configuration profiles and procedures.n
  • Ability to work under pressure in a fast-paced environment.n
  • Possess Strong customer service, analytical, and problem resolution skills.n
  • Strong communication skills; Excellent English (Written and spoken).n
  • Ability to be empathic and sympathetic to our users.n
  • Capturing all interactions and ticket resolutions within our ticketing system Service now to aid trending and continual service improvements.n
  • Categorizing tickets based on ITIL principles (Incidents and Service Requests)n
  • Taking ownership of customer issues ensuring the tickets are resolved within a timely manner.n
  • Troubleshooting issues remotely which may include issues with, Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones and Printers.n
  • Looking to resolve a high volume of calls at first point of contact.n
  • Escalate tickets to our deskside support team where a remote resolution is not possible.n
  • Follow high severity and Major incident procedures.n
  • Collecting necessary information to escalate tickets to the relevant support teams when necessary.n
  • Contribute to the Knowledge-base when new work instruction or fixes are identified. in our ticketing tool to be customer specific or generic.nThe following areas of experience are not essential, but are desirable experience for this role;n
  • Knowledge of Insurance market Applications such as AIMS, DAM, Atlas, Cascade, Crystal or SSO LIMOSS, Lexis Nexsis.n
  • Working for an organization within the Insurance Sector.n
  • Analytical application knowledge working with PowerBI, Qlik or Qlik View.n
  • Experience of working with financial platforms Sage and TruPay.n
  • Working knowledge of the project management platform
  • Manage Engine suite knowledge ( AD Management, Vulnerability Manager, Patch Manager ).n
  • Mimecast administration knowledge.n
  • Adobe products and DocuSignn
  • Microsoft Certifications.n
  • Apple Certifications.

Essential Technologies:
n

  • Knowledge of MacOS, Automated Device Enrolment, MDM, AD, Azure AD, Intune, Autopilot Managed Engine, Office365, Exchange, Exchange Online, Power automate and SharePoint.n
  • Experience in the centralised implementation and rollout of MacOs and iOS specific policies using Intune.n
  • Working knowledge of Service Now.n
  • Knowledge of supporting Windows and Mac Devices.