IT Engineer

6 months ago

Brighton, United Kingdom Cision Full time

Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

The IT Support Engineer is a global technical & customer service role that provides L2 end-user support and participates in various technology initiatives & projects. Your duties will include the day-to-day support of internal end-users globally, addressing incidents & requests, mostly from users based locally in the US. You will provide remote and deskside support for Windows, Apple, and Linux users and help maintain & manage end-user services and devices. You will be an integral member of a global IT team, spanning 40+ countries in nearly every part of the world. You’ll guide, assist & support end users with various situations, answer technology-related questions, and have an opportunity to work with various teams and learn new technologies. Above all, this is a customer service role in which the quality and timeliness of end-user support is paramount.

Core job responsibilities

Strong Provide a high level of customer service & end-user support.  Provide remote and desktop support across the globe.  Provide VIP\Executive level support. Utilize our ITSM platform to categorize, prioritize, and escalate issues as necessary.  Take ownership of issue\request through resolution or escalation.  Analyze hardware and software problems, and troubleshoot per approved procedures.  Participate in project-related activities in varying capacities.  Perform hardware and software setup, configuration, and testing per current standards and approved procedures.  Help create and maintain system support documentation.  Help with procurement and management of hardware and software licenses. 

Experience and Requirements

2 + years of experience in Microsoft Windows, Apple, network troubleshooting & web-based application support.  2 + years of experience in providing deskside and remote support. Knowledge of ITIL methodologies is preferred but not necessary.  Strong experience and understanding of Office365 & SharePoint.  Strong experience in Windows and Apple deployment technologies.  Experience in working with Jira Service Manager preferred but not necessary.  Strong remote end user support experience.  Experience in working with Okta or similar SSO technologies preferred but not necessary.  Education  Bachelor’s degree in computer science or related field preferred. 

Attributes

Strong interpersonal skills and thoughtful and effective communicator.  Ability to stay calm and professional under pressure.  Excellent analytical and problem-solving skills.  Excellent time management and organization skills. High aptitude and interest in learning new technologies. 

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