Provides technical support for employee hardware, software, printers, networks, and remote access. Troubleshoots and resolves IT issues, manages Active Directory, permissions, onboarding, offboarding, inventory, and device provisioning. Documents procedures, escalates complex issues, supports integrations, delivers user guidance, and helps improve operational quality. The role also contributes to interviews, team productivity, and adherence to IT best practices.
Job Description
Coordinates, diagnoses, and troubleshoots incoming employee issues. Provides support services to employees with technical problems and IT issues involving printers, laptop, or network services from local or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to ITsupport.
Responsibilities:
- Active Directory - Company structure, Group/Distro creation
- Able to troubleshoot and resolve any hardware issues
- Full understanding of Clearwater internal tool permission structure
- Able to troubleshoot basic network/802.1x issues
- Can solve issues across most parts of the team’s domain with limited guidance
- Able to solve majority operational issues without escalation
- Handling onboarding and off-boarding
- Offers demos, talks, and recommendations to help their own team and others be more productive
- Able to help other parts of the organization with integration and provisioning such that all best practices are adhered to.
- Helps to continuously maintain and improve quality across the stack.
- Performs regular interviews for positions on the same team, providing detailed and useful feedback.
- Understands customer needs and motivations.
- Understands how engineering projects contribute to business goals.
Requirements:
- 4 -5 years of experience in IT support, help desk, or a related role
- Experience with Microsoft Windows operating systems and Microsoft Office Products
- comfortable in the command line
- Scripting experience
- Basic Knowledge of networks, firewalls/security, and operating systems
- Atlassian knowledge for Jira and confluence
- Strong written and verbal skills
- Ability to lift 50 pounds safely
- Self-motivated
- Self-organized
- Able to monitor and maintain inventory levels
- Basic mechanical aptitude
- Ability to troubleshoot first tier computer hardware and software issues
- Sailpoint
- Intune, Jamf, Exchange, Entra knowledge
Desired Experience or Skills:
- Basic computer workstation setup
- Experience w/ Inventory management
- Audio/Video installation experience
- CompTIA A+, Udemy IT Help Desk Professional, Microsoft IT Support, Apple Certifications
Clearwater Analytics (CWAN) London, England Office
45 Broadwick Street Unit C, Floor 1 , London, United Kingdom, W1F9QW
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