Location
London Office (Aldwych)

Hours
Full Time

Salary
Competitive salary offered

About the Role
THE·TEAM operates at the epicenter of sports, music and entertainment, serving talent, brands and properties on a global scale. Headquartered in Los Angeles, THE·TEAM's presence spans 28 countries and more than 70 cities worldwide. Supporting over 3500 people globally across multiple agencies and sites, you will be one of the first points of contact for 1st and 2nd line IT support issues. Your role involves conducting initial assessment, research and resolution of requests relating to hardware, software and infrastructure components. Your enthusiastic and approachable manner will make you a key member of the IT Support team, enabling users to approach you directly to discuss and demonstrate their issues first hand.

Key responsibilities include:
- Taking initial telephone or email inquiries and troubleshooting hardware, software or network problems
- Logging call and walk-up activity
- Performing a range of administration duties such as logging tickets in the ticketing system, tagging hardware in the hardware management system, tracking hardware repairs and assignments
- Assisting with office moves and various projects
- Resolving more complex issues requiring detailed systems and applications knowledge
- Recognising and escalating difficult problems to Tier 3 support
- Installing operating system software, patches and upgrades
- Analysing, troubleshooting and resolving hardware, software and network issues
- Configuring, optimising and monitoring operating system software and servers
- Liaising with suppliers to organise repairs and other administrative tasks
- Assisting with and supporting on-site and remote events

Experience
- Fresh Service ticketing system, including back-end development
- Active Directory/Windows, Exchange Online, Azure and Office 365 Administration
- Mobile Device Management platforms (Intune, Kandji)
- Large format printers
- Remote/Mobile access facilities: RDP, Outlook Web Access, VPN
- Dell, Apple and Windows Surface hardware
- Mainly iPhone/iOS but some Android mobile phones
- Apple Macs running a variety of OS
- Box.com for file storage and management
- O365 Desktop Tools (Outlook, Word, Excel, etc.)
- Network infrastructure understanding and troubleshooting
- Server management and patch management
- Backup and restore (Tape, Virtual)

About you
Enthusiastic approach to problem solving with excellent communication skills including telephone manner, email and face-to-face interactions. Flexible and adaptable to a variety of tasks. Comfortable speaking with non-technical people at all levels, from junior staff to senior executives. A strong team player who is always willing to help others whenever needed. Reliable and punctual, able to maintain exemplary attendance in a small and busy team environment.

Qualifications
No specific qualifications are stated as mandatory; however, relevant IT certifications or experience in the listed technologies will be advantageous.