Associate IT Desktop Support Technician

At Ensono, our purpose is to be a relentless ally, disrupting the status quo and enabling our clients to Do Great Things. As a trusted technology adviser and managed services provider, we help clients navigate continuous change and embrace innovation.

We deliver world-class transformational services across hybrid cloud, infrastructure, mainframe, data, IdAM, and cloud-native solutions, simplifying complex business challenges and creating new pathways to success. Headquartered in the USA and backed by private equity, Ensono has a strong track record in the UK and Europe, with growth plans built on trusted partnerships and deep industry expertise.

Key responsibilities:

Availability & Incident Management

• Provide timely resolution of hardware and software issues on information systems
• Maintain system operations in accordance with regulatory requirements, with focus on confidentiality and security
• Troubleshoot and resolve day-to-day Windows and Mac computer operations, including print, scanning, authentication (AD and Okta), Intune, SCCM, JAMF, and patching

• Develop understanding of Ensono's desktop, laptop, tablet, and operating system environments
• Manage profile version control, application version control, license management, and peripherals
• Document and ensure deployed systems meet all hardware and software standards and configurations
• Contribute to system lifecycle recommendations and funding requests
• Work with End User Experience Team and Operations to maintain end-user computing hardware SLAs

• Provide service and support for conference room A/V equipment, including projectors and video conferencing systems
• Set up and support video and presentation equipment for company presentations, forums, and townhall meetings

• Deliver Level 1 & 2 support for phones and network
• Manage support from switch port to desk, including physical phone hardware

• Manage multiple assignments simultaneously, balancing resources, priorities, deadlines, and time
• Collaborate across multiple disciplines and groups
• Work independently when required

• Apply IT production and change management best practices across all Information Systems areas
• Proactively communicate changes to all affected parties within the IT department
• Follow and document strict testing and deployment methodologies
• Assist with image testing, distribution verification, and testing of technical components that impact desktop environments

• Follow processes and maintain appropriate system operations environments
• Observe and evaluate modern technologies and methodologies
• Develop and maintain testing plans and documentation

• Specialization in Microsoft Windows and Apple macOS systems, related software, and peripherals
• Ability to troubleshoot high-priority issues and interface with users at all levels, including C-level executives, VPs, directors, and global associates
• Strong analytical ability to solve increasingly complex technical and administrative problems
• Hands-on experience with desktops, laptops, tablets, mobile phones, and peripherals
• Proficiency in software installation and Level 1/2 support
• Excellent documentation and business communication skills
• Ability to translate technical problems and solutions into clear business language
• Calm, professional demeanor in all situations
• Capability to work independently and as part of a team
• Ability to collaborate with technical and facilities teams
• Must be available to work on-site at our London office 2-3 days per week

• Resolve problems entirely by completing work or coordinating all necessary resources for ultimate resolution and problem management continuity

• English & Math's - Level 4/Grade C GCSE

• Desktop systems administration
• Windows OS and Apple macOS
• System Center, Intune, Azure
• Antivirus and encryption solutions
• Printers, scanners, and peripherals
• Microsoft 365 applications (Word, Excel, Outlook)
• Microsoft Teams (highly desired)