Location:  U.K. Crawley - based on customer site

Security Clearance: SC

Position Responsibilities:

The End User Support Specialist is responsible for delivering IT support services to end users and contributing towards IT Int'l projects on behalf of our customer.

The End User Support Specialist, will be on customer site and is responsible for:

• Building, deploying, and administering IT systems including end user desktops/laptops, other IT hardware and Peripherals.
• Performing incident resolution or, when needed, escalation to the appropriate group.
• Interacting with regional Support Coordinators and Service Fulfilment Analysts to track and prioritize incidents and tasks in the ticket queues.
• Execute software installation and deployment to computing systems.
• Execute asset change tasks and reflect such changes in appropriate databases.
• Providing IT consultation to the end user.
• Distributing new user IT starter package and provide initial user IT orientation.
• Ensuring security and policy compliance while performing technical tasks.
• Participating in regional and cross-regional technical meetings.
• Contributing updates to technical documentation, procedures, and process definitions.
• Performing emergency or periodically planned information systems administration tasks, maintenance/upgrades, and configuration changes.
• Conducting systems performance analysis and provide feedback to functional leads and colleagues in the Continual Service Improvement function.

• Installs, configures, and maintains computer systems on isolated classroom network using documented imaging process not using standard imaging tools.
• Proficient in Windows 7 and Windows 10 Operating Systems desktop environment, Windows Server, LAN-WAN Infrastructure, Telephony, Android and Apple technology support etc.
• Performs QA testing of new releases of software for basic functionality.
• Interacts with business unit representatives and external customers and represents the IT organization
• Utilizes enterprise ticketing systems and responds to trouble tickets, opens tickets and closes tickets
• Performs inventory management and uses enterprise inventory tracking tool to update location of classroom desktop computing systems
• Assists customer staff and contractors with business unit specific computer issues on an as needed basis
• Specific tasks related to tablet loading of pre-defined training images, deployment of tablets to instructors prior to class start, collection and reimage of tablet devices at course completion.
• Flight Training Instructor and Student Training environment - iPads imaging by using Apple MacBook
• Additional iPad support to Tier 1 and Flight Services Instructor Pilots.
• Training/Classroom/Briefing support - A/V equipment included.
• CBT environment support.
• Presentation screens, Video Teleconferencing support.
• Customer Internet Access kiosks.
• Reception - Visitors registration iPad Support.
• To deal with SAP user password reset requests.

Competencies:

• Extensive IT technical support skills with superior knowledge of operating systems dealing with Windows, Apple and Android platforms and software.
• Experience of dealing with Mobile devices and telephones.
• Excellent troubleshooting and problem-solving skills.
• Customer focused with strong customer service skills and the ability to apply sensitivity and discretion when required.
• Capable of managing multiple tasks at once and meeting commitments; positive attitude even in stressful situations.
• Dynamic and proactive attitude with flexibility.
• High level of energy, enthusiasm, and passion highly desirable.
• Process oriented.
• Excellent English oral and written communication skills.
• Strong sensitivity for cultural differences and significant global acumen.

PLEASE NOTE: The successful candidate will be expected to undergo a SECURITY CHECK/CLEARANCE