ICT Support Specialist

2 weeks ago

Nottingham, Nottingham, United Kingdom Capital One Full time
End User Support Engineer

Capital One is seeking an experienced 2nd Line Desktop Support Engineer to join our End User Services team in Nottingham.

Key Responsibilities:

  • Provide technical support for end-users, including hardware and software support for Windows and Mac laptops, mobile devices, and peripherals.
  • Work in our modern Tech Bar, delivering great customer service and supporting colleagues with their end-user devices.
  • Identify repeat issues and investigate root cause analysis.
  • Support onboarding, offboarding, and provisioning of new equipment using AutoPilot, Intune, SCCM, and Jamf.
  • Provision mobile devices through ABM and Intune and Airwatch, as well as supporting iOS and Android.
  • Ensure completion of Incidents, Requests, and Tasks using Service Now, adhering to agreed SLAs.
  • Assist with maintaining asset management within Service Now.
  • Collaborate with Cross-Functional Teams across our Enterprise and work closely with teams across different locations to identify and address IT-related issues or improvements.
  • Support Google Suite, including Gmail and Calendaring, Zoom, and Slack.

Requirements:

  • A strong track record of working in an SLA-driven support role.
  • Excellent problem-solving skills and the ability to diagnose and resolve complex IT issues efficiently.
  • Good knowledge across a range of technology platforms, including SCCM/MECM, Active Directory, Group Policy, Google Workspaces, Jamf, and Mobile Device Management (MDM) Systems, particularly Airwatch, Intune, and Autopilot.
  • Proficiency in troubleshooting Microsoft Windows 10/11 and macOS devices.
  • Experience of ITIL Service Management practices and a solid understanding of Incident Management and Service Request Management.
  • A good understanding of network principles and experience in troubleshooting TCP/IP, LAN, WAN, WLAN, VPN, and Proxies/PAC.
  • Familiarity with Audio Visual IT equipment and systems.
  • Knowledge of packaging and scripting technologies for both MAC and Windows environments (JAMF, SCCM, Powershell, Intune).

About Capital One:

Capital One is a leading information-based technology company, committed to helping our customers succeed by bringing ingenuity, simplicity, and humanity to banking.

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