Desktop Support Technician

Here’s a dynamic job posting crafted for Aquent, emphasizing impact and engagement:

Join our innovative client, a global leader committed to empowering individuals and businesses through cutting-edge solutions, as a vital member of their technology support team. Partnering with Aquent, we are seeking a proactive and technically adept individual to be the frontline hero for their global workforce. In this pivotal role, you’ll directly ensure seamless operations and productivity for thousands, transforming technical challenges into opportunities for efficiency and connection. Your expertise will be instrumental in keeping our client’s diverse teams productive and connected, directly impacting their ability to innovate and deliver world-class services.

This is a short term contract, with hybrid working pattern. This role is open for a limited time. Next steps will be shared with shortlisted candidates by 10AM on Wed, 13th Jan. Due to the high volume of applicants, we may be unable to reply to each applicant individually.

**The Impact You’ll Make**

You’ll be the first point of contact, a true tech wizard, providing high-quality technical support that keeps our client’s global operations running smoothly. From onboarding new team members to resolving complex technical issues, you’ll be instrumental in maintaining a productive and connected environment. This isn’t just about fixing problems; it’s about empowering users, optimizing systems, and contributing to a culture of technological excellence. You’ll tackle a diverse range of hardware and software challenges, ensuring that every employee has the tools they need to succeed.

**Key Responsibilities**

* **Technical Empowerment & Incident Resolution:**
* Deliver front-line technical support to a global user base via calls and chat, adhering to best-in-class service management principles.
* Expertly diagnose, assess, and triage incidents, identifying root causes and providing swift technical solutions with a strong focus on first-call resolution.
* Masterfully troubleshoot operating system anomalies (e.g., system crashes, application failures, performance issues), VPN connectivity, and foundational networking challenges.
* Champion the entire incident lifecycle, taking ownership from initial contact to successful resolution, including diligent monitoring of escalated tickets and proactive user communication.
* Rapidly restore user laptops and applications to optimal operation, significantly minimizing downtime and maximizing productivity.
* **Onboarding, Training & Knowledge Cultivation:**
* Facilitate seamless workstation setups for new employees, ensuring all hardware and software configurations are perfectly tailored for success.
* Empower users through comprehensive training on system software, key applications, and essential collaboration tools.
* Contribute to a rich knowledge base by creating and maintaining insightful articles and process documentation, guiding users toward effective self-service.
* Actively participate in team meetings, sharing call trends and technical insights to foster continuous improvement and collaborative problem-solving.
* **Operational Excellence & Infrastructure Stewardship:**
* Execute critical asset management tasks, including vendor interactions, meticulous stock takes, and precise inventory tracking of IT assets.
* Perform essential installations, upgrades, and maintenance of software, hardware, and peripherals, ensuring systems are fortified with the latest security patches and updates.
* Provide crucial ad-hoc support for meeting rooms, special events, and general infrastructure, demonstrating the capability to lead small IT projects from inception to completion.

**What You’ll Bring**

**Must-Have Skills & Experience:**

* 1+ year of hands-on experience in a dynamic help desk environment.
* Proven track record of supporting a global user base in remote or hybrid work settings.
* Proficiency with ITSM tools for ticket management and workflow automation.
* Strong knowledge of identity and access management, including user management and group policies.
* Solid understanding of modern operating systems, including Windows 11, macOS, iOS, and Android.
* Deep expertise in administration and support for widely used productivity suites.
* Experience supporting leading collaboration tools and file-sharing platforms.
* Familiarity with remote takeover tools for efficient troubleshooting.
* Fundamental understanding of networking basics (DNS, DHCP, TCP/IP) and VPN configuration.
* Exceptional verbal and written communication skills, with the ability to clearly explain complex technical concepts to non-technical audiences.
* A high degree of customer service orientation, consistently prioritizing user satisfaction.
* Understanding of ITIL basics, including Incident, Problem, and Change management.