IT Support Specialist III - End User (UK)

November 30, 2024

Zema is a global leader in the development of enterprise data management and analysis software. We design and develop ZEMA, a sophisticated suite of products that provide clients with powerful capabilities for data collection, process automation and business intelligence through web based analytical tools, services and dashboards. We will provide thorough training, a great work environment, a unique corporate culture and reward you for your good work.

Job Overview:

The IT Support Specialist III – End User will be responsible for providing Tier 1 & 2 support to all Zema employees, ensuring all incidents and service requests are diagnosed and resolved in a timely manner. Support encompasses end user computing devices, collaboration toolsets and application software.

Job location will be in Hove, UK with the ability to commute to London on an ad-hoc basis. This position will require to be in office 5 days a week.

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Responsibilities and Duties:

Provide technical support to end users via phone, email, and in-person. Utilizing remote access tools to troubleshoot issues on user devices.
Deploy and administer IT systems in the assigned region, including end-user desktops / laptops, network equipment, voice and video hardware and mobile devices.
Build and maintain clients’ laptops and other needed devices. Ensure corporate images are reviewed and updated as part of a regular cadence.
Monitor and respond to IT support tickets in a timely manner.
Determine user needs and requirements and recommend ways to improve internal systems and processes.
Proactively participate in IT projects and initiatives as needed, with a laser focus on enhancing customer experience.
Performing daily health checks and monitoring.
Coordinate patching of end user devices (Operating System, Application Software) in a timely and automated manner. Report, monitor and remediate as necessary.
Providing basic training to users on new software or hardware and creating user guides or knowledge base articles.
Troubleshoot and/or escalate to resolve more complex issues requiring detailed systems and applications knowledge.
Assist in performing data backups and disaster recovery operations; conduct tests and perform security and quality controls.
Participate as 24/7 On-Call support.
Create and maintain department documentation and records.
Stay current with new technologies and industry trends.

Required Skills and Qualifications:

A minimum of 3-5 years of experience working with End Users and customer support.
Strong understanding of computer hardware and software operating systems.
A demonstratable experience of managing Microsoft Office 365 Email and Collaboration tools.
Basic networking knowledge, analysis and troubleshooting.
Excellent customer service and communication skills.
Ability to troubleshoot technical problems effectively.
A key understanding of IT security practices.
Experience with virtualization technologies is highly desirable.
Must have a solid understanding of Windows operating system (desktop and server) and networking fundamentals. Supporting vendor certifications desired.
Ability to work independently and as part of a team.
Experience of scripting to automate tasks is advantageous.
A university degree in Computer Science, college degree with a technical focus, or equivalent.

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