AddressExpereo is a leading global provider of managed network solutions including, Global Internet, SD-WAN/SASE, and Enhanced Internet. With an extensive global reach, Expereo is the trusted partner of 30% of Fortune 500 companies. We power enterprise and government sites in more than 190 countries, helping customers improve productivity and empowering their networks and cloud services with the agility, flexibility and value of the Internet, with optimal network performance.
Expereo was acquired in Feb 2021, by Vitruvian Partners. The international growth capital and buyout firm, acquired a majority shareholding from leading European private equity firm, Seven2.
As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping both our customers and partners depends solely on the talented individuals that make Expereo a dynamic, effective, multicultural, and equitable environment.
THE ROLE:
Expereo is looking for a capable, motivated IT Service Desk Cloud to be part of IT Service Desk L1 team with evolution to L2 levels. Do you love tackling ad-hoc problems head-on? Do you enjoy coming up with creative solutions for the challenges Expereo faces? Do you love to settle and improve processes? Do you enjoy train, mentor, and empower your colleagues? Then this could be the perfect opportunity for you!
As IT Service Desk Cloud, you will be working within an agile environment with modern development practices and the newest technology. You will be responsible for focusing on the cloud infrastructure, maintaining, and improving Expereo’s existing and future IT processes, systems, and services.
Job requirements
Expereo is looking for a capable, motivated IT Service Desk Cloud to be part of IT Service Desk L1 team with evolution to L2 levels. Do you love tackling ad-hoc problems head-on? Do you enjoy coming up with creative solutions for the challenges Expereo faces? Do you love to settle and improve processes? Do you enjoy train, mentor, and empower your colleagues? Then this could be the perfect opportunity for you!
As IT Service Desk Cloud, you will be working within an agile environment with modern development practices and the newest technology. You will be responsible for focusing on the cloud infrastructure, maintaining, and improving Expereo’s existing and future IT processes, systems, and services.
THE RESPONSIBILITIES:
Here are how your day-today responsibilities of the role will look like, but are not limited to:
- End-User Support: Provide technical assistance for hardware, software, and network issues, ensuring a smooth user experience.
- Ticket Management: Log, prioritize, and manage service requests and incidents in a ticketing system for efficient issue resolution.
- On-Site Assistance: Offer on-site support for tasks such as setting up and troubleshooting video conferencing equipment to facilitate seamless virtual meetings. You will be asked to come to the office at least 4 days a week.
- Hardware and Software Management: Assist with the installation, configuration, and maintenance of hardware and software, including updates and patching. Manage local inventory of IT assets.
- Documentation and Knowledge Sharing: Maintain documentation, FAQs, and user guides to empower end-users to troubleshoot issues independently.
- Communication and Escalation: Communicate effectively with end-users, escalate complex issues when necessary, and ensure a positive and professional customer service experience.
- Performing root cause analysis and initial ticket routing
- Collaborate with external teams within the IT landscape (Architects, Product Owners, NOC, R&D, Developers, Security)
- Make sure knowledge is properly shared among your colleagues in other locations.
- Have the capability and eagerness to take ownership of our day-to-day Service Desk operations.
- Pro-actively monitor health of key elements of infrastructure.
- Pro-actively administer and improve Service Desk processes.
THE SKILLS AND COMPETENCIES:
- Technical Proficiency: Competence in hardware, software, and basic networking.
- Customer Service Skills: Strong communication, empathy, and patience when assisting end-users.
- Problem-Solving Abilities: Analytical thinking and adaptability to identify and resolve issues.
- Documentation and Knowledge Management: Skill in maintaining records and organizing information to assist users.
- Team Collaboration and Escalation: Ability to work effectively with colleagues and escalate complex issues when necessary.
- You will be working with technologies like Microsoft 365, Microsoft Endpoint Management (Formally MS Intune), JIRA. Experience with Mac OS and iOS devices is advantage.
- Experience working in an end-user facing technical role.
- Embraces the DevOps culture and has the Agile mindset.
- A self-starter, collaborative and capable to work with minimal supervision.
- Excellent written and oral communications skills in the English language and the ability to deal effectively with people at all levels and in different professional situations.
- Enjoys sharing knowledge with team members; offers support and leadership.
This role is based in our office in Paddington Office , 4 days a week.
THE COMPANY
- Expereo prides itself on maintaining an informal, multicultural, and diverse team. It’s what makes us different that drives innovation.
- We move fast, we grow, and we continuously share and learn new things.
EEO (Equal Employments Opportunities) Statement:
Expereo is an Equal Opportunities employer who aims to support and celebrate every employee that comes through our doors. We provide a fast-paced, multicultural office environment that rewards hard work and team players. Our positive and inclusive company culture ensures that our teams are happy, support each other, and are committed to providing our customers with quality work.
