Remote IT Support Specialist Job in UK Rocket Software

Who you are

• Two (2) to Five (5) years of IT Support or Service Desk experience, preferably in a medium to large enterprise organisation, demonstrating a pattern of increasing knowledge and responsibility
• Strong customer service and interpersonal and communication skills
• Excellent written and verbal communication skills with a strong focus on supporting customers, unphased by working under pressure
• Strong troubleshooting and problem-solving skills with the ability to innovate and think out of the box while paying attention to detail
• Solid understanding of Hardware (Laptops)
• Solid understanding of Operating Systems (Windows 10 and Windows 11. macOS and Linux an advantage)
• Solid understanding of End-Point Management and Security (Active Directory, SCCM and Crowdstrike)
• Solid understanding of Collaboration Tools (Cisco Webex, Slack)
• Solid understanding of Networking (Cisco, Virtual Private Networks)
• Solid understanding of Microsoft 365 (Office, OneDrive, SharePoint)
• Solid understanding of Remote Support Tools (LogMeIn Rescue)
• Experienced in using Service Management tools, preferably JIRA Service Management
• Capable of working independently, with limited direction from the EUX Leadership Team, and as part of a multi-national team
• Experience working within the IT Service Management framework (ITIL), including the ability to recognise and action high-priority Incidents and Service Requests
• Exceptionally self-motivated and directed, able to set and manage priorities judiciously

Desirables

• Certification in any of the following Microsoft Products, Networks or Unified Communications
• ITIL Foundation
• Degree preferred

What the job involves

• Provide IT support for Rocketeers through thoughtful diagnosis of issues that lead to the deployment of appropriate fixes and workarounds to restore normal service operation
• Understand and apply IT Service Management principles and methodologies, ensuring work is completed to the appropriate standards and in compliance with prevailing service level targets
• Act as the Voice of the Customer within the IT Team for Rocketeer escalations and issues
• Comply and assist in enforcing Rocket’s IT and Information Security Policies
• Contribute to projects and initiatives that add value to the Rocketeer experience and participate in the continuous service improvement process
• Proactively identify, create and maintain knowledge articles for Rocketeers and the IT team
• Work as a partner within the EUX and broader IT teams to provide training and support when needed
• Assist in managing IT Assets, including but not limited to the provisioning of hardware and software, the correct disposal of aged assets and the maintenance of Rocket’s IT Asset Register
• Where this role is assigned to a Rocket office, provide on-site support to the office including, but not limited to, coordination of IT activities, hardware and software support, hardware logistics and audiovisual (AV) support

Application process

• Not provided