This position is based at INTO North America’s office in San Diego, CA. Travel within US and abroad may be necessary and flexibility is required to meet the demands of the position, which may include occasional work outside of normal business hours. The post holder may be reasonably required to work from any INTO or Partner location at any time.

Desired Skills and Experience

  • Work as part of the TechHub team, providing 1st and 2nd Line technical support and a quality IT service to all the INTO staff, both in the San Diego Head Office and globally.
  • Ensure that all support is correctly logged on the Service Desk, logged tickets are closed in a timely manner within agreed SLA’s, and full descriptions are provided with outcomes.
  • Manage the IT office Infrastructure to ensure continuity of service, and provide day to day support of the network environment and server infrastructure, working with central IT on resolutions and improvements. Administration of telephony system and associated handsets.
  • Provide 1st and 2nd line technical support to all INTO staff within the office over telephone and email, or logged on the corporate Service Desk; act as the contact for all hardware, software, and other IT related issues.
  • Provide additional support to the UK based Central Infrastructure team, in assisting with the configuration and troubleshooting of the Microsoft Azure virtual server environment, Office 365 email, cloud based storage environment, incorporating service testing and reporting, where required.
  • Appropriate DBS check will be required prior to confirmation of appointment.
  • Eligibility to work in and travel freely to and from the US
  • English speaking
  • Skills for day to day management and support of physical and virtual Windows Servers.
  • Administration and support of Azure based virtual server environments, Office 365 email and cloud based storage environments.
  • Skills for networking, both wired and Wi-Fi, and an understanding of network protocols, and Barracuda Firewall technologies.
  • Experience in Windows operating systems, including full troubleshooting and resolution.
  • The role requires good knowledge of IT, Microsoft Office tools and corporate systems and will be expected to understand and follow procedures.
  • Minimum of 2 years’ experience in front line 1st and 2nd line IT support, and using a corporate Service Desk for ticket management.
  • Technical knowledge of multi-user IT systems within an Enterprise environment.
  • Confident telephone manner and face to face communication.
  • Ability to work alone with minimal supervision.
  • An approachable, warm and friendly manner.
  • Excellent communication skills.