About Vantage
Vantage powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.
Position Overview
As an IT Support Specialist - 2nd Line , you will play a key role in providing remote and on-site technical support to end users across our regional and global organisation.
As you will be working within a team environment and interact with users on a daily basis, strong communication and customer service skills are essential. You will have a good understanding of ITIL methodologies and experience working across IT requests, incident management, change management and problem solving.
You will use ServiceNow as the primary IT Service Management (ITSM) platform to manage incidents, service requests and other IT-related activities efficiently and accurately.
From a technical perspective, you will support our offices and employees across Windows and Apple devices, in-house AV equipment, printers and multifunction device management, in-house IT hardware inventory and IT asset management and maintenance activities.
You will also provide white-glove IT support to senior executives and C-suite users , delivering a responsive and professional service.
As part of the 2nd Line Support function, you will manage issues escalated by the Helpdesk and use your technical knowledge to troubleshoot and resolve more complex IT issues.
You will have hands-on technical experience and excellent understanding of Active Directory, Azure, Office 365, including Microsoft Entra ID/ Azure Entra, Windows and Apple device configuration policies, mobile device management policies, Azure Autopilot deployments and Intune .
Duties and Responsibilities
Work under limited supervision, both independently and as part of a team.
Provide remote and on-site 1st and 2nd line support for hardware, software and connectivity issues.
Work closely with global support and specialist teams to resolve incidents, fulfil IT requests and provide 2nd line technical assistance.
Apply ITIL principles to prioritise, log, investigate, track and resolve incidents and service requests within agreed service levels.
Use ServiceNow, Microsoft Azure and other administrative tools to accurately record, categorise, prioritise, assign and manage incidents and service requests.
Manage assigned tickets through to resolution within agreed SLAs, providing regular updates to users throughout the process.
Diagnose and resolve hardware and software issues across Windows and Apple Mac devices.
Manage and maintain end-user laptops, mobile devices, peripherals and associated IT assets throughout their lifecycle.
Maintain accurate stock and asset records, including device assignment, collection, transfer, repair and disposal.
Work with approved vendors to issue and collect end-user devices.
Check device encryption, patching, antivirus, configuration and compliance status.
Complete device, account and access-related activities in line with approved processes.
Provision and deprovision user accounts across business systems.
Install, maintain and support software applications, hardware and systems.
Support IT changes, including required software, hardware and configuration activities.
Assist with high-priority incidents and provide technical updates during service restoration.
Support and maintain on-site video conferencing equipment.
Provide hands-on support to Network and Infrastructure teams during changes and other technical activities.
Support projects and assist with technical and IT platform migrations.
Identify recurring problems and highlight opportunities for system or service improvements.
Create, maintain and update technical documentation.
Contribute to the…