Desktop & Technical Support Specialist II

1 month ago

London, United Kingdom Vonage Full time

We are actively seeking a proficient and proactive IT Support Engineer to join our dynamic team. This role will primarily focus on providing onsite technical assistance at our London EC2A 4DN office while also contributing to our Global IT support desk. The ideal candidate will collaborate with the global team, playing a crucial role in ensuring the smooth operation of our IT systems and delivering effective support to our internal users.

Why the role matters:

As a ember of the Global IT S#upport team, you'll need to adeptly handle a variety of technical challenges, as you'll be tasked with addressing issues across all levels of complexity. Your duties will involve addressing tickets raised in the Global Service Desk triage queue, requiring a high level of technical expertise and problem-solving skills.

What you will do:
  • Provide onsite technical support to end-users at the London office, including troubleshooting
    hardware, software, and network issues.
  • Oversee the entire process of onboarding and offboarding IT equipment for the London office, particularly laptops, ensuring a seamless transition for new hires and departing employees.
  • Install, configure, and maintain IT equipment, including desktops, laptops, printers, and peripherals.
  • Respond to IT support tickets and service requests in a timely manner, ensuring issues are resolved efficiently and to the satisfaction of end-users.
  • Manage the setup, maintenance, and troubleshooting of meeting and all-hands audiovisual equipment to ensure seamless communication and collaboration experiences for team members and stakeholders.
  • Collaborate with the IT team to implement and maintain IT infrastructure, including servers, networking equipment, and software systems.
  • Assist in the setup and configuration of new IT equipment for employees, including provisioning user accounts and access permissions.
  • Conduct regular maintenance tasks, such as system updates, patches, and backups, to ensure the security and stability of IT systems.
  • Provide technical guidance and support to end-users on IT-related issues, including software applications, email, and remote access solutions.
  • Document IT processes, procedures, and troubleshooting steps to facilitate knowledge sharing and training for end-users.


The successful candidate will be instrumental in ensuring the smooth functioning of our IT infrastructure and enhancing user experience through proactive support initiatives.

What is Required:

  • At least 5 years experience in a IT Support role
  • Expert level skill as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Familiarity with utilising Airwatch Workspace One application for mobile device management, including the configuration and management of device policies, application deployment, and security settings.
  • Familiarity with Google Suite of products, including Gmail, Google Drive, Google Docs, and Google Calendar, for efficient collaboration and productivity.
  • Familiarity with Trend Av antivirus software for endpoint protection, malware detection, and threat prevention.
  • Familiarity with BeyondTrust privileged access management solutions for controlling, monitoring, and auditing privileged access to critical systems and sensitive data.
  • Familiarity with remote desktop applications and help desk software (eg. Connectwise, AirWatch, Jira Service Desk etc.)
  • Strong hands-on experience with provisioning Windows/Linux/MacOS/ChromeOS/iOS and Android laptops for joiners, and re-imaging them for leavers.
  • Ability to diagnose and troubleshoot basic technical issues
  • experience with physical install & cabling of network and backup power (UPS) equipment.
  • Providing comprehensive support for VPNs, ensuring secure and uninterrupted remote access for all users.
  • Facilitating the setup, maintenance, and troubleshooting of conference room equipment, including speakerphones, cameras, and TVs, to ensure seamless communication and collaboration during meetings and presentations.

JOB LOCATION

This position mandates regular attendance at our London EC2A 4DN office to fulfil its responsibilities, although we do provide a Hybrid flexible working arrangement where feasible. As onsite support is crucial, remote working opportunities for this role are limited.
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments).

What's in it for you:

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

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