Vice President - Technology

Full time Royal Cyber Inc. United Kingdom Posted On 06/20/2022 Job Information IT Services Job Opening ID 5691 Work Experience 10 to 12 City London State/Province Greater London EC2P Job Description Job Brief This role will provide enterprise-level assistance to our end users in the Europe and Asia-Pacific (APAC) regions, working closely with Client s Level I service desk partner as a subject matter expert and be responsible for resolving escalated Level II and III issues in the aforementioned regions. The role will require onsite presence in our London office at an agreed upon schedule with our business users, with a need for travel to other regional offices as and when required. You will diagnose and troubleshoot software/hardware issues with our end users via phone, email, remotely and on-site, and resolve issues that primarily affect our endpoints. In addition to providing the next level of support, you will also be involved in building, testing, and deploying software packages and updates. For more complex problems that require nuanced instructions, you will contact the internal customers via phone/in-person and/or provide clear, written instructions. This is a high visibility/customer facing role that will require the ability to remain even-tempered in high-stress situations and build trust with our business users, technology team members and vendor partners. You will be relied upon to provide timely and accurate solutions and guidance to resolve technical problems. Responsibilities Ownership of customer issues reported and seeing problems through to resolution. Research, diagnosis, troubleshooting, and identification of solutions to resolve system and/or software issues. Ensure that all issues are properly logged and follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams (e.g., Infrastructure / Architecture and Development / Facilities / Business Applications). Ask customer targeted questions to quickly understand the root of the problem. Track computer system issues through resolution, within agreed time limits. Be aware of recurring items in order to be proactive about preventing potential systemic issues. Follow up with customers to ensure their IT systems are fully functional after troubleshooting. Document technical knowledge in the form of notes and manuals to be sent out to customers or placed in a knowledge base. Provide backup support for Client s AV specialist. Invoice payment processing and Vendor management for Europe and APAC regions. Oversee telephony implementations (landline and mobile) Responsible for on-site technical operations at the London office: o Audio visual equipment o Infrastructure equipment Remote technical operations (Frankfurt, Luxembourg, Hong Kong, Tokyo, Seoul and Melbourne): o Audio visual equipment o Infrastructure equipment Manage Client-provided mobile phones (Frankfurt and Luxembourg). Manage technical consultants (Frankfurt, Luxembourg, Hong Kong, Tokyo and Melbourne). Manage the onboarding and offboarding of personnel in the Europe and Asia-Pacific regions: o Equipment configuration o Account configuration o Orientating and guiding onboarded employees o Basic Training Host weekly meetings with the office managers and identify systemic issues proactively. Project Management (London, Frankfurt, Luxembourg, Hong Kong, Tokyo, Seoul, Melbourne and Chicago) to support: o Office moves o Equipment implementation o Software implementation Requirements and Skills Proven work experience as a Level II/Level III Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role. Extensive hands-on experience with Windows 10, Microsoft 365 Apps, and other standard business applications. Minimum 5 years working with Active Directory for managing devices, users, and security. Strong understanding of workstations (desktop/laptop), mobile devices and other tech products. Sufficient level of experience in working with Microsoft Intune and Company Portal, in both mobile and cloud environments. Experience with Microsoft SCCM for managing software deployments, imaging laptops, driver updates. Ability to diagnose and troubleshoot all levels of technical issues. Familiarity with remote desktop applications and help desk software. Excellent problem-solving and communication skills. Friendly demeanor / desire to work with end users. Ability to remain even-tempered in high stress situations. Must be team focused, and capable of working with multiple teams and third-party vendors. Ability to provide step-by-step technical help, both written and verbal. Basic familiarity with network switches, firewalls, UPS devices, Wireless Access Points (WAPs), servers (e.g. racking / stacking, connecting cables to management ports on network equipment, general patching of equipment to patch panels and switch ports, etc.). Knowledge and understanding of AV equipment troubleshooting. Additional certification in Microsoft, Cisco or similar technologies is a plus. #J-18808-Ljbffr