Allvotec stands for ‘all voice and technology’, delivering end-to-end services for partners across unified communications and technology services. We help run IT for customers of major services businesses, and through the hard work of our workforce, we are a capable, proven and agile partner delivering a wide range of IT solutions.

Objectives

Provide a Workplace Hub centric IT support service within the required Service Level Agreement (SLA). To meet our customer needs and a diverse working environment, the role calls for a degree of flexibility in providing an on-call service, an event support service, and a loans service.

Key Responsibilities

• Floor walking during P1 incidents to ensure users are aware of issues and progress and proactively during quiet periods
• Re- imaging of laptop with a standard build -The resource may perform a re-imaging of a laptop at the Workplace Hub if requested by an End User and where the Atos Customer image is made readily available to the resource by Atos
• Provide assistance to new starters on their first day to make sure they can logon, access the applications and demonstrate how to use Teams. These sessions will need to be booked in advanced with the Workplace Hub and are subject to Hub capacity
• Provide a “Laptop Health Check” service where customers can schedule time to have their laptop checked to proactively avoid any issues
• Provide printer support and advice
• Providing advice and support for Microsoft Suite
• Check Lenovo System and SCCM updates on laptops
• Provision of basic training to users on how to connect a device to the internet via Wi-Fi and Net Connect / VPN 
• Integrating hardware replacement requests into the standard replacement process
• Assisting users to log tickets in OSD if the Workplace Hub are unable to resolve the issue
• Assisting with iPad, Windows tablets advice and support.
• iPhone mobile phones: Demonstration of functionality of handset to the users
• Intune technology support: engineers to resolve any issues with iPhones
• SharePoint/Portal access, advice, and support
• Teams support
• Printing: Advising users on setting up a printer
• Infosec advice or providing the correct point of contact
• Video Conferencing (VC): basic support, providing advice and guidance on VC peripherals, Regular checks that the VC Handsets are being re-charged
• Recommending subjects for future Client-run training
• To assist with support of special events, e.g., the Christmas laptop health check
• VIP User support
• Identify service improvements – The resources shall, while providing the Workplace Hub Services, identify potential service improvements
• To diagnose problems accurately using all the available resources and technical knowledge
• Produce, own, and maintain a number of knowledge articles relating to Hub Services
• Refer to relevant procedures to perform role
• Ensure administration is satisfactory and up to date
• Be vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the corporate Intranet
• Periodically review Allvotec Security Policies – centrally hosted on the Intranet – to ensure full compliance with current legal, regulatory and company requirements
• Carry out any ‘ad hoc’ assignments as and when required
• To be compliant with health and safety company policy and legislation
• To carry out other tasks as requested by Team Leader

Knowledge, Skills, Experience

• PC literate
• Customer liaison skills
• Interpretation of data & actions
• Decision making
• Windows OS literate
• Basic knowledge of Server OS and navigation if needed as eyes and ears for smart hands calls
• Basic hardware knowledge, Laptop Keyboards, Memory, Hard drives
• Experience with Active Directory (not essential)
• Experience with network fault troubleshooting
• Experience with network builds
• Experience with network printer installs and configuration
• Experience with Microsoft applications in particular Office Suite, Visio/Project
• Experience with VPN and remote work on machines
• Experience with iPad and Windows Tablets
• Experience with iPhones and Intune
• Good troubleshooting skills
• IT engineering experience – 2 years
• A good understanding of analytical troubleshooting
• A good understanding of networks and windows Operating systems
• Must be able to diagnose and repair desktops and laptops
• Desktop and laptop accreditation desirable
• Knowledge of specific customer software
• Team player
• Co-operative/flexible
• Pays Attention to detail
• Can work under pressure
• Tact & diplomacy
• Good timekeeping
• Good Communication skills
• Customer Care Skills
• Adhere to health & safety procedures

Working Location/Environment

The position is Site based.

Salary

Allvotec thrives in rewarding staff for their hard work and good quality and as such there are fantastic opportunities for progression throughout the company.

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