IT Support Engineer

I I A A Ltd
London (Greater)
22 Apr 2019
10 May 2019
Contract Type
Full Time

Location - North West London - NW2 7AP

Hours: 40 hours per week - Monday to Friday - 9 am - 5.30pm

The Company

Join one of the fastest growing, vibrant and innovative companies at the forefront of the beauty industry. The International Institute for Anti-Ageing (iiaa) supplies Environ® Skin Care, jane iredale® mineral make-up and Advanced Nutrition Programme™ supplements to thousands of the UK’s premier salons and spas

The Role

We are looking for an IT Support Engineer to provide enterprise-level assistance to our team members and our customers. You will diagnose and troubleshoot software and hardware problems and help our team members install applications and programs. Also, if there are any issues or changes required, such as forgotten passwords, viruses or email issues, you’ll be the first-person employees will come to.

You will be installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems, either over the phone, via email, remotely or face to face.

You'll be a confident and clear communicator focused on providing the best service to our employees. You'll be passionate, enthusiastic, curious and able to build relationships inside and outside the business. Ultimately, you will be a person our people can trust - the go-to person for all IT concerns!

What You'll Do

  • Support iiaa employees in resolving problems with IT and communications systems
  • Oversee IT inventory, purchasing, asset management, machine provisioning, onboarding and other key processes
  • Onboarding and offboarding team members with their hardware and software
    • Setting up and configuring new laptops, desktops and phones
    • Installing authorised software to laptops, desktops and phones
    • Ensuring security and upgrades are applied to desktops and laptops and kept up to date
    • Antivirus installation to all desktops and laptops
    • Completing internal user moves including phones
    • Disabling expired accounts in accordance with HR requirements
  • Hands-on troubleshooting of hardware, software applications, networking and other technical issues
  • Develop and document best practices, tools and tips, enhancing internal troubleshooting processes
  • Engage with partners throughout the organisation to proactively address concerns and technical pain points
  • Troubleshooting incidents in order to accurately isolate the cause and providing working solutions
  • Installing, operating and maintaining network services, routers, concentrators, hubs, switches and other network devices following technical plans.
  • Make sure all tills are tested and working for all shows
  • o Separate IT equipment including 3 laptops and 7 tills
  • o Load up new products and barcodes to each till for each show
  • o Update prices and products if necessary
  • Oversea the domain websites and make changes when necessary
  • Ensuring licensing for all software purchased is recorded and maintained
  • Change backup tape daily
  • Use and setup the auditorium and meeting room for meetings and projections
  • Support the smart TVs in training rooms

DF Ionzyme Machines

  • Provide over the phone diagnostics - the individual will interface directly with the customer on this occasion, so an element of customer focus, care and attention will be needed at this stage (soft skills)
  • Maintain communications regarding the status of the query via Zoho so to retain a log and good liaison with Customer Service for them to make all courier arrangements and share updates of progress with the customer
  • Conduct an in-house diagnostics by running through a Sonophoresis and Iontophoresis check also cleaning the machine, checking for frayed wires and moisturising creams embedded in parts which are all known causes of machines not working
  • Make arrangements for courier to collect machine and deliver to external repair companies
  • Manage relationships with the external repair companies, monitor volume of work across these partners and communicate effectively so to ensure our jobs are prioritised, at all times updating the ticket in Zoho for Customer Service to maintain an effective service for the customer
  • Maintain an organised log of machine serial numbers and reconcile these against loan machines and which external partner is working on the machine
  • Test repaired machines before these are delivered to the customer to ensure all is working

Experience We're Looking For

  • Minimum of three years as an in-house IT Support Tech, or equivalent experience
  • Good and hands-on experience of troubleshooting and administering:
    • Windows 7, 8 and 10
    • Office365
    • Microsoft Office 2013 and 2016
    • Mac OS, iOS and Android
    • Active Directory (adding, removing users, resetting passwords etc.)
  • Experience using and managing ticket-based enterprise workflow management systems
  • Sound knowledge of information and communications technology fundamentals
  • Experience with troubleshooting network issues and printer support in a corporate network environment
  • Experience with telephony environments
  • Knowledge of network security practices and endpoint protection
  • Ability to train and support employees

Key Skills

  • Self-starter who can work independently and drive projects and initiatives to completion
  • Exhibit a strong sense of ownership
  • Ability to prioritise tasks based on urgency and importance
  • Motivation to learn new skills and technologies
  • Critical thinker and problem-solving skills
  • Great interpersonal and communication skills.

The Perks

  • Christmas Shut down to spend with your loved ones
  • Private Health Care after two years - because we care about your health!
  • Huge discount on our fabulous products, plus an allowance to spend each month
  • Discounts on treatments in our flagship salon, Skin3
  • Beautiful offices with free onsite parking
  • 28 days holiday including Bank Holidays, rising the longer you stay with us
  • Workplace Pension Scheme, Free Eye Test, to name just a few…..
  • Subsidised lunch in our onsite restaurant
  • Our culture is very collaborative with a 'family/community’ vibe

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