Snr Desktop Service Engineer
ViacomCBS
London, UKThis was removed by the employer on 7/31/2019 3:55:00 PM PST
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Full Time Job
Senior Desktop Service Engineer
Camden Town, London
WHO ARE WE
We’re Viacom International Media Networks UK & Ireland, home to 20 TV channels that offer the very best in music, entertainment, comedy and kids programming through our MTV, Comedy Central, Nickelodeon, Channel 5 and BET brands. Together these brands reach nearly 30 million homes in the UK and Ireland. Viacom brands are seen globally in more than 705 million households in 169 territories and 37 languages via more than 184 locally programmed and operated TV channels and more than 550 digital media and mobile TV properties.
WHO ARE YOU
There are lots of people here doing all sorts of jobs and we believe that having all kinds of people from all kinds of backgrounds makes this a great place to work. We have a number of Employee Resource Groups that look to support our employees from all walks of life and who face common challenges in the workplace and we hold tons of events all year round to nurture the best possible, inclusive environment
WHAT IS THIS ROLE
The Senior Desktop Support Engineer works as part of the Desktop Services Team within VIMN's Media and Technology Services (MTS) department reporting to the Desktop Operations Manager.
The Senior Desktop Support Engineer will be working as a member of the UK based Desktop Services Team performing 2rd line support for the workstation, application and video conferencing environment including other relevant infrastructure. This includes workstation/application builds and deployment including workstation related projects to the business.
The Senior Desktop Support Engineer will be the Technical point of escalation within the team and possess strong Service Delivery skills and technical acumen.
• Ownership of Incident & Problem management requests relating to the workstation environment and escalating to the relevant support team until resolution.
• Working on continual service improvements and tasks as directed by the Desktop Operations Manager, meeting the required standards and expectations to the business.
• Managing contractor operational BAU overseen by the Desktop Operations manager.
• Working on scoping, planning and delivering future local team IT projects.
• Change advisory approver, approving changes for MTS projects.
• Displaying leadership qualities and strong communication skills.
• Working with the Desktop Services Team on tuning the workstation environment according to the business needs.
• Working to ensure workstation integrity is always maintained and performance issues are quickly addressed.
• Technical point of escalation within the team of the day-to-day 2nd line support enquiries.
• Keeping the central desktop documentation repository for all desktop staff to access up to date with relevant changes.
• Working to ensure support expectations are met whilst promoting good Technical Customer Service and department processes are maintained and followed.
• Assist in developing opportunities for improving service and product delivery for workstation require ments.
WHAT SKILLS DO YOU NEED
• Proven strong PC and Mac support experience with Mac OSX, IOS, Windows 10 and Office 365.
• Technical experience of Microsoft infrastructure applications (Active Directory, Group Policy, SCCM and Jamf Pro).
• Video conferencing support and proven experience using Blue Jeans, MS Skype & MS Teams.
• To provide hands on skills and leadership guidance to current team.
• To Provide routine support to end-users and business operations on I.T. matters.
• Experience of providing application support to standard workstation products.
• Experience of gathering and understanding user requirements.
• Must understand the value and potential of technology in business. Must also understand team processes and workflows.
• Provides status reports, incident summaries and project statuses as required.
• Good written and spoken English and an ability to communicate with technical and business staff at all levels
• Excellent Communicator
• Attentive Listener
• Analytically minded
• Creative Problem Solver
• Ability to explain Technical concepts to non-Technical people.
• Sufficiently mobile and flexible including able to travel up to a few days a month within Europe.
• Able to work autonomously and set own priorities.
• Fosters an enthusiastic, creative, ''can do'' attitude
Desirable but not essential:
• Microsoft Qualification – MCSA Desktop, Window 10 or equivalent
• Apple Qualification – ACMT and Strong IOS experience
• Strong understanding of ITIL foundation
• Good understanding of I.T. within a media business
• Technical Customer Service Experience
Our values, and their related behaviours, guide how we show up to work each day and help ensure that we all treat each other with respect. We want these to feel relevant to all of our employees and all parts of the business, as we believe that when these behaviours are achieved, we are the best we can be. The three values are intertwined and work together to drive the business outcomes we seek, and once combined we believe these will power our company forward.
BRAVERY
• Creativity: Push beyond the expected
• Passion: Stand up for what you believe in
• Risk-Taking: Take smart choices
EMPATHY
• Inclusion: Embrace diverse perspectives
• Collaboration: Work together as one team
• Innovation: Use insights to drive the business
HONESTY
• Trust: Assume best intentions
• Transparency: Communicate clearly and openly
• Accountability: Deliver, and own the outcome
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