ICT Support Specialist

4 weeks ago

Nottingham, Nottingham, United Kingdom Capital One (Europe) plc Full time

About the Role

Capital One is seeking an experienced 2nd Line Desktop Support Engineer to join our End User Services team in Nottingham. As part of this team, you will provide technical support for end-users, including hardware and software support for Windows and Mac laptops, mobile devices, and peripherals.

Key Responsibilities

  1. Work in an established EUS team to provide technical support for end-users, including hardware and software support for Windows and Mac laptops, mobile devices, and peripherals.
  2. Be the 'face of IT' working in our modern Tech Bar and delivering great customer service, supporting colleagues with their end-user devices, and identifying repeat issues and investigating root cause analysis.
  3. Provide support for onboarding, offboarding, and provisioning of new equipment using AutoPilot, Intune, SCCM, and Jamf.
  4. Provision mobile devices through ABM and Intune and Airwatch, as well as supporting iOS and Android.
  5. Ensure completion of Incidents, Requests, and Tasks using Service Now while adhering to agreed SLAs.
  6. Assist with maintaining asset management within Service Now.
  7. 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.
  8. Support Google Suite, including Gmail and Calendaring, Zoom, and Slack.

Requirements

  1. A strong track record of working in an SLA-driven support role.
  2. Excellent problem-solving skills and the ability to diagnose and resolve complex IT issues efficiently.
  3. 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.
  4. Proficiency in troubleshooting Microsoft Windows 10/11 and macOS devices.
  5. Experience of ITIL Service Management practices and a solid understanding of Incident Management and Service Request Management.
  6. A good understanding of network principles and experience in troubleshooting TCP/IP, LAN, WAN, WLAN, VPN, and Proxies/PAC.
  7. Familiarity with Audio Visual IT equipment and systems.
  8. Knowledge of packaging and scripting technologies for both MAC and Windows environments (JAMF, SCCM, Powershell, Intune).

What We Offer

  1. We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers).
  2. Immediate access to our core benefits, including pension scheme, bonus, generous holiday entitlement, and private medical insurance – with flexible benefits available, including season-ticket loans, cycle to work scheme, and enhanced parental leave.
  3. Open-plan workspaces and facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café.

About Us

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realise their dreams. Together, we are on a quest to change banking for good.

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