Sr. IT Operations Specialist

Job Summary

This position is for a Sr. IT Operations Specialist with a proven history in supporting “C” suite executives. In this role, you will become the “face” of IT in the London office and the U.K. Additionally, you will serve as a point of issue escalations for Levels 1-2, taking accountability and ownership of tasks to ensure all escalated tickets are addressed and customer satisfaction is achieved. Strong leadership, network administration, and exceptional communication skills are essential for this role. You will collaborate with our U.S. Executive Support resource and ensure global alignment with management on scheduling and proper protocols. Effective communication is key to providing clear and concise documentation, training support staff, and maintaining positive relationships with executives and team members.

About Us

SHI UK has been established for over 20 years, growing from a small satellite office to now our EMEA headquarters, with the support from our International partners and colleagues. We offer the opportunity to progress and develop a career within the IT Industry while working in a diverse, fun environment containing a range of departments and specialisms.

With our organic growth and stability within the EMEA market, we are able to provide a variety of technology products, solutions and services to businesses including Cloud Computing, Data Centre Infrastructure, Networking and Security solutions, Configuration and Integration services, Enterprise Mobility and IT Asset Management.

SHI provide innovative solutions and world-class support, as standard, from over 30 offices throughout the U.S., the U.K, Republic of Ireland, Canada, France, Australia, Netherlands, Hong Kong and Singapore.

Responsibilities

Include, but are not limited to:

• Providing IT technical support for VIP and “C” suite executives requires clear and concise communication. You need to explain technical issues and solutions in a way that is easily understood by non-technical users, ensuring they feel confident and informed.
• Responsible for L1-2 issue escalation triage, support, and issue mitigation.
• Diagnose and resolve complex incidents and issues from L1-2 incidents to keep MTTR at extremely low levels.
• Assist facilities with office and workstation planning for relocations and employee moves.
• Address calls from Executive resources during and after normal business hours, clearly documenting issues and overall solutions.
• Developing concise documentation for solutions, known issues, and workarounds is essential. This documentation helps Levels 1-2 support staff reduce total calls and recurring incidents, and it must be clear and comprehensive to be effective.
• Conduct visits to executives, continuously seeking ways to improve services.
• Manage on-site support for executive meetings, as well as off-site meetings and conferences as needed, serving as a single point of technical contact.
• Assist with Major Incident and Problem Management to determine root cause and issue closure.
• Assisting with training Levels 1-2 to build out world-class support on the front lines requires the ability to convey complex information clearly and effectively. Good communication ensures that the training is understood and retained, leading to better support and reduced MTTR.
• Support key sites at L3 capacity, such as Knox and Ridge.
• Manage and assist the telecom team with Executive support meetings and conferences, being a single point of contact for meetings, Webex, Zoom, Teams, etc.
• Assist with hardware selection and coordinated deployment of images and assets to the SHI Executive suite.
• Oversee network administration tasks to ensure seamless connectivity and performance.

Qualifications

• Bachelor’s degree or experience supporting VIP, “C” suite executives.
• 8+ years in an Executive Support role.
• Understanding of ITIL/ITSM foundation framework.
• Must be versatile in supporting various mobile device OS and hardware.

Required Skills

• Strong leadership abilities.
• Solid knowledge of supporting mobile devices and operating systems.
• Experience with telepresence systems and supporting conferences in Webex, Zoom, and Microsoft Teams.
• Strong analytical and reporting background.
• Familiarity with KPIs/KRIs in an IT setting.
• Experience supporting resources, both foreign and domestic.
• Clear and effective written and verbal communication skills.
• Excellent teamwork and relationship-building skills, with the ability to maintain good rapport with users at all levels.
• Ability to convey proposed solutions and complex information clearly, concisely, and accurately to stakeholders and non-technical users.
• Ability to quickly analyze problems, interpret operational needs, and resolve issues swiftly.
• Ability to prioritize and work on multiple projects and support tasks simultaneously.

Preferred Qualifications/Skills

• Expertise in supporting Microsoft, MAC, and Mobile Operating Systems.
• Familiarity with diverse types of hardware.
• Expert knowledge of SHI systems and processes.
• ServiceNow Fulfillment / Admin Experience.
• Microsoft Azure Fundamentals.
• SolarWinds Certified Professional

Certifications Required

• ITIL foundations certification.
• Microsoft Azure Fundamentals
• Cisco Certified Network Associate (CCNA)
• Jamf Certified Admin

Unique Requirements

• Off-hour responsibilities may include troubleshooting significant issues and executing changes to accommodate off-hours maintenance schedules.
• This position is an on-call Executive support position, which is 24x7, 365 days a year.

Additional Information

• Willing to work extended hours to complete projects and meet deadlines.
• Business working hours are Monday to Friday, 09:00 – 17.00 with a 30-minute lunch break. However due to the nature of the role, with its international reach and shared projects, working outside of these hours to service business needs will occur occasionally, and employees are expected to be readily available in these eventualities.

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