Job Description
Company DescriptionTelefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.Values: Open, Trusted and BoldTrusted Partners:Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle PartnerHPE: Platinum Partner – FY23 UK&I Solution Provider of the YearPalo Alto & Crowdstrike: part of our NextDefense Cyber Security PortfolioFortinet: Elite VIP Program – one of only 2 in the UKAWS: Advanced Solution & Managed Service Provider ProgramJob DescriptionMain purpose of the job: To provide deskside technical support and advisory service of End User Compute (EUC) devices, including resolving and enabling the resolution of incidents, problems, requests, and deploying new hardware and associated software.Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:Act as 2nd Line support for all EUC technical incidents through to resolution at deskside.Create knowledgebase articles where repeated incidents are logged to assist Service DeskAnalysts to increase 1st time FixProactive in providing solutions to common incidents to reduce call volumesResolve requests, incidents, problems and major incidents assigned to the EUC team within service level agreementsTo log and follow up issues that have been raised with 3rd party support teams where appropriateSupport, manage, optimise and maintain the configuration and installation of Desktops, Laptops and hardware replacementsComply with Desktop Good Working Best Practices & defined Quality management processesParticipating in a shift rota, supporting 24/7Skills and ExperienceKnowledge and experience on windows operating systemsExperience on EUC tools, remote support tools, Microsoft Office and OutlookExperience on peripheral devices support (printers, scanners etc)Awareness & understanding of Microsoft Active Directory (AD) & Group PolicyAwareness of ITIL process of Incident, Change, Problem, Service Request and related activitiesDesirable skillsCertification in Microsoft TechnologiesExperience with Service management, ServiceNowKnowledgeable in ADExperience supporting Lenovo, HP and Mac devices and tabletsDriving licence & access to a vehicle SAN technologies, Converged Infrastructure etc.)Additional InformationDue to the location of the customer site it would be advantageous to have your own vehicle.This role does have a shift rota, supporting 24/7 (4 on 4 off)We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.Telefónica Tech
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