Location
South West London | United Kingdom
Job description
Tech21 heritage and culture
The origin of Tech21 began when our Founder, Jason Roberts, took it upon himself to revolutionise the mobile phone protection industry all the way back in 2005.
Noticing that competitors in the industry were simply buying inexpensive materials off the shelf from mass production facilities in the Far East, he identified a unique impact absorbent material here in the UK and quickly realised that it had massive potential across a wide variety of applications.
From molecular recipes to lab-testing new material ingredients and formulations, everything we do with our material science is centred around developing the most advanced impact protection for the latest devices.
We believe our planet needs protecting just as much as people’s tech does, and from the material development stage through to manufacture, we keep sustainability at the heart of what we do, whether it’s our recyclable packaging or our lab-tested bio-spice innovations.
As we design all our products in-house, we are always looking for simpler, more sustainable, and just better ways of doing things. From multi functionality, camera shields, antimicrobial features and more, we’re always looking for ways to innovate.
Our dedication to Science & Innovation doesn’t just make us popular with our customers, but also with renowned Global brands like Apple and Samsung.
These are brands that we have partnered with almost since we began, demonstrating the consistent trust and highest levels of excellence these huge brands rely on our products for.
Tech21 UK Ltd, our HQ is based in SouthWest London
Values
Future focused and purposeful
- We understand the company strategy, plan and goals – for ourselves and other teams.
- We know where we are trying to get to and understand the bigger picture.
- We are empowered to make things happen and work efficiently.
- We are open to new ideas, to improve and are solution driven.
- Our contributions are meaningful and valuable.
- We remove barriers, learn from mistakes and are able to question & build on our understanding.
- We communicate with clarity, purpose and respect.
Ownership and Accountability
- I am accountable for our success, goals and my individual performance.
- I understand that what I do impacts others.
- I am empowered to make things happen.
- If we find a problem, we work to fix it and learn from it to make it better for next time.
- We are committed to excellence.
- To succeed, I play my part – it’s down to me.
- We trust each other.
Collaborative and Aligned
- I’m accountable for the success of myself and the business.
- We share quality information and work together.
- We are open: to one another, new ideas & better solutions.
- We care and support each other and the business.
- We recognise great work.
- We share goals and work towards the same purpose.
- By leveraging collaboration, we leverage collective genius.
Impactology
- Barriers are removed so we can respond quickly.
- We are individually unique and celebrate our differences knowing it makes us powerful, just as our teamwork does.
- Like the science in our products, we are ingenious.
- We are driven and hungry, making things better for us and our surroundings.
- We are responsible, kind and passionate about what we do.
- Integrity - we say what we do, and we do what we say.
- Constant pursuit of excellence.
Behaviours
- Brave
- Inclusive
- Trusting
- Responsive
- Proud
- Committed
- Passionate
Requirements
POSITION OVERVIEW
The IT Service Engineer will provide technical support to colleagues across the business.
This position will be responsible for resolving day-to-day technical issues, deploying, configuring, maintaining, monitoring and troubleshooting a wide range of software and infrastructure across our network. Rolling out equipment to new employees, user accounts and device lifecycle management and being the “Go to” person for IT support and advice.
POSITION SPECIFICATION
THE ROLE:
- Support and maintain IT infrastructure to ensure the day-to-day smooth running of the business with minimal downtime of all services for both local and remote users.
- Provide effective support for Mac and Windows desktops, laptops, servers, switches, mobile devices and software across the business.
- Ensure technical issues are dealt with and resolved in line with SLA’s. With a focus on exceptional customer service, ensuring timely communication on ticket progress to users.
- Create and maintain documentation for systems, services and procedures.
- Maintain records using the IT Helpdesk System and related documentation (Tracking problems, actions taken and providing updates).
- Manage new user onboarding and leaver processes (Set up and decommissioning of system accounts including but not limited to active directory and Microsoft 365).
- Manage user equipment lifecycles (Set up, issue, track and recover equipment for employee use, ensuring proper installation of operating systems and required software. Including but not limited to desktops, laptops and mobile devices).
- Perform new desk setups and desk moves where necessary.
- Ownership of the IT asset database and ensure proper asset management and equipment tracking.
- Manage the backup and recovery systems (performing regular tests).
- Some travel may be required from time to time.
SKILLS:
- Window Server 2012-219 system administration (including Active Directory, Group Policy, DNS, DHCP, RADUIS and DFS).
- Good working knowledge of active directory user accounts, groups, and security best practices.
- Good working Knowledge of desktop and server operating systems (Windows 10/11 and MacOS)
- Microsoft 365 environments (Exchange, Teams, SharePoint).
- Microsoft Azure cloud platform (Virtual Machines, Networking, VPN, Storage, Database).
- Microsoft 365 security tools such as eDiscovery, Information Protection and Retention polices.
- Microsoft Intune (Mobile Device Management and Windows and MacOS).
- Good working knowledge of collaborative software such as Microsoft Teams, Wrike and Sharefile
- Good general networking knowledge and experience with network devices and VPNs.
- Experience troubleshooting general network and VPN connectivity issues.
- Experience with Microsoft SQL Server.
- Experience using an ITSM Helpdesk platform.
- Proven experience of providing excellent customer service.
- Robust troubleshooting, analytical and problem-solving skills.
- Exceptional interpersonal skills (rapport building, listening and performing logical investigations).
- Strong documentation skills.
- Able to handle multiple competing priorities whilst possessing a high level of discipline, professionalism, and flexibility.
- Able to communicate technical issues to non-IT professionals.
- Self-Motivated, punctual and willing to take responsibility.
QUALIFICATIONS:
- Industry experience working in a similar role (with similar responsibilities)
- Microsoft Certifications
- Network Vendor Certifications
Benefits
BENEFITS:
Pension
25 days holiday plus bank holidays
Two additional days at Christmas, your birthday off and we also honour any religious holiday that you celebrate
Hybrid working - must be commutable to come to the office for one day a week.
Support for career development
Generous Family Friendly policies
Free phone case + Family & Friends Discount
Job tags
Salary
