Job Description

Somerset West - A well established company is seeking to employ a Senior Desktop Support Technician to join their team. The successful candidate will be responsible for providing expert technical support to end-users, ensuring seamless operation of desktop, audio-visual, and video conferencing technologies.
This role requires an advanced understanding of IT systems, strong troubleshooting skills, and the ability to manage high-level meetings and resolve complex technical challenges efficiently. The successful candidate must be highly professional, with a deep knowledge of IT service management principles, including ITIL, and must be proficient with a variety of industry-standard tools and technologies such as SCCM, Ivanti Service Management, Cisco, Microsoft Teams, Webex, and more.
This position may require occasional overtime to meet the needs of the business
Key Responsibilities Include:

• Desktop Support and Troubleshooting: Provide advanced troubleshooting for desktop, laptop, and peripheral challenges, including hardware diagnostics, operating system challenges, application errors, and network-related problems. Ensure timely resolution of technical challenges while maintaining high levels of customer satisfaction.
• SCCM (System Center Configuration Manager) Management: Utilise SCCM to manage the deployment of software updates, operating system imaging, and application packages to end-user devices. Assist with patch management, system monitoring, and remote troubleshooting through SCCM.
• Ivanti Service Management: Manage and track service tickets using Ivanti Service Management. Ensure adherence to SLAs, prioritise urgent requests, and escalate unresolved challenges to the appropriate technical teams while maintaining accurate documentation.
• Cisco Equipment Management: Configure, troubleshoot, and maintain Cisco devices, particularly in support of audio-visual and video conferencing systems such as Webex and Cisco Room Kits. Manage high-profile meetings that require complex AV setups, ensuring a professional and smooth execution.
• Audio/Visual (AV) and Video Conferencing Solutions: Set up, configure, and support AV equipment for meetings, conferences, and events. Manage video conferencing systems, including Webex and MS Teams integration. Ensure all AV setups function flawlessly, especially in high-delegation or executive meetings.
• MS Teams and Webex Support: Administer, configure, and troubleshoot challenges within MS Teams and Webex environments. Assist users with scheduling and managing online meetings, webinars, and video calls. Provide support for both end-user devices and conference room equipment
• ITIL Framework Implementation: Ensure IT support processes adhere to ITIL best practices, focusing on efficient incident, problem, change, and service request management. Participate in continuous service improvement initiatives and contribute to maintaining service quality and consistency
• Hardware and Software Installation: Perform advanced hardware repairs and installations for desktops, laptops, and peripheral devices. Install, configure, and support operating systems, software applications, and security patches as needed.
• User Training and Documentation: Provide training to end-users on desktop systems, AV equipment, and video conferencing tools. Develop and maintain clear technical documentation, including troubleshooting guides and user manuals.
• Project Involvement: Participate in IT infrastructure projects, including office relocations, system upgrades, and new hardware rollouts. Ensure smooth execution of desktop-related activities in line with project timelines.
• Overtime and After-Hours Support: Be available to work overtime and provide after-hours support when necessary, especially during critical periods, system upgrades, or high-level executive meetings.
• Collaboration and Communication: Work closely with other IT team members, departments, and external vendors to ensure a seamless IT experience for all users. Communicate complex technical challenges to non-technical stakeholders in a clear and professional manner.

Requirements / Qualifications Required:

• Education:

• A+ Certification (CompTIA or equivalent) - Mandatory
• N+ Certification (CompTIA Network+ or equivalent) - Mandatory
• Additional certifications in ITIL, Cisco, Microsoft, or AV technologies are highly desirable.
• Experience:

• Minimum of 5 years of hands-on experience in desktop support or a similar technical role.
• Extensive experience with SCCM (System Center Configuration Manager) for managing desktop environments.
• Strong working knowledge of Ivanti Service Management or similar IT service desk tools.
• Proficiency in setting up and troubleshooting Cisco video conferencing equipment, Webex, and MS Teams solutions.
• Proven experience in supporting audio/visual equipment for high-level executive meetings and conferences.
• Technical Skills:

• Expert-level knowledge of desktop and laptop hardware and software support (Windows).
• Advanced troubleshooting skills for network challenges and peripheral devices.
• Strong understanding of Cisco video conferencing systems, Webex, and other AV solutions.
• Familiarity with ITIL practices, particularly in incident, problem, and change management.
• Ability to work with other IT teams to resolve complex, multi-system challenges.
• Personal Attributes:

• Professionalism: Must have a polished, professional demeanor, especially when dealing with high-level executives and conducting AV setups for important meetings.
• Communication Skills: Excellent verbal and written communication skills are essential for dealing with a range of stakeholders, from end-users to senior management.
• Problem-Solving: Strong analytical and troubleshooting skills, with the ability to resolve challenges in a timely and effective manner.
• Team Player: Ability to work effectively as part of a team, as well as independently when required.
• Time Management: Strong organizational skills and the ability to prioritize tasks in a high-pressure environment.
• Flexibility: Willingness to work overtime and be on-call for after-hours support as needed.

Additional Requirements:

• Ability to lift and move computer equipment as needed.
• Valid driver's license and reliable transportation
• Ability to travel to different office locations

Compensation and Benefits:

• Competitive salary based on experience and qualifications.
• Health insurance and retirement plan options.
• Professional development opportunities, including training and certifications.
• Overtime pay and compensatory time-off policy for after-hours work.
• Cellphone allowance

Skills Required