IT Support Engineer

Job Description

General responsibilities and duties
• Monitor Helpdesk system for inbound issues
• Handle immediate need activities such as video conferencing setups, new employees joining and office reconfigurations
• Ensure all issues are logged and documented in the Helpdesk system
• Assess issues quickly and professionally, and take steps to resolve
• When resolution is complete, document cause and resolution then close Helpdesk incident
• Escalate and refer unresolved issues to other team members, Level 2, or external vendors when appropriate
• Maintain a flexible approach to work schedule with early starts and late finishes (for example, 8am – 4pm, 9am – 5pm, 10am – 6pm) as rotating patterns, subject to business requirements
• Adherence to and enforcement of all information security protocols
• Must also have the flexibility to travel to other sites when required

Additional responsibilities and duties when necessary
• Administer Windows user accounts in Active Directory
• Set up and support mobile devices
• Set up and support desktop telecommunications terminals (phones, voicemail services and inbound routing)
• Perform basic server administration (power cycle, troubleshooting connectivity issues)
• Manage the network connectivity (patch cables, switch and router infrastructure)
• Ensure a high degree of information security through password controls, prompt termination and activation of users etc
• Support internally developed software suite, including assisting in QA process
• Manage and maintain Anti-Virus Endpoint Estate

Person Specification

The ideal candidate will possess a phenomenal team player attitude, the ability to work rotating shifts and tenacity to occasionally contribute to urgent issues outside normal work hours. They will be unflappable and flexible, understanding the importance of excellent service and absolute discretion.

The ideal candidate will have a working knowledge and understanding of:
• Microsoft Windows 7, Windows 10 desktops and laptops
• Microsoft Office 2010, 2013 and 2016 productivity software
• Microsoft Active Directory, Exchange Server and Windows Server
• Mobile phone devices (iOS, Android)
• Cisco AnyConnect VPN Configuration and Administration
• Mac OSX installation and configuration as well as Office for Mac
• Enterprise experience in deploying, managing and supporting macOS and iOS platforms
• Administration of macOS within JAMF Pro including mass deployment of software, configuration and modular imaging
• VPP, DEP, MDM and APNS technologies
• Ability to triage all Apple ecosystem hardware
• Various printers, scanners, some fax services
• Polycom Video Conferencing Administration
• Enterprise Level AV Administration and Support
• Enterprise Level Backup Systems and Support
• Exposure to Telecoms systems such as Avaya, Cisco, and Shoretel

The ideal candidate will also have:
• Previous experience in a front-line IT support role, preferably in a professional services or entertainment organization
• Experience in scripting technologies – Bash, Python and AppleScript
• Experience in package building, app updating and macOS upgrades within JAMF Pro
• JAMF 100+ certification or greater
• macOS certification ACMT or ACT
• Ability to triage Apache/Tomcat/SQL on a Windows VM
• Highly motivated and enthusiastic with excellent communication skills and who can integrate well at all levels and be able to work independently
• A strong ability to remain focused with a hardworking, professional and flexible attitude while multi- tasking at an extremely fast pace
• A strong work ethic and the ability to work well under pressure
• Maintain complete confidentiality and discretion at all times. All Endeavor employees are required to sign a confidentiality agreement, and any breach of this agreement will result in immediate disciplinary action
• Excellent oral and written communication skills, and the ability to effectively and efficiently document user questions, issues, and requests
• Enough experience to recognize and recommend changes to support procedures and user guidance as part of an ongoing improvement
• Excellent organizational skills and great attention to detail
• To be considered, you must be willing to work a flexible work schedule with late nights and weekends

Endeavor is an equal opportunity employer committed to a diverse and inclusive work environment.

Jobcode: Reference SBJ-dy7ynm-18-216-190-167-42 in your application.