IT Support Technician

At Mace, our purpose is to redefine the boundaries of ambition. We believe in creating places that are responsible, bringing transformative impact to our people, communities, and societies across the globe. To learn more about our purpose, culture, and priorities, visit our strategy site.

Within our consult business we harness our unique combination of leading-edge practical expertise and project delivery consultancy to unlock the potential in every project.

Our Values Shape The Way We Consult And Define The People We Want To Join Us On Our Journey, They Are

• Safety first - Going home safe and well.
• Client focus -Deliver on our promise.
• Integrity - Always do the right thing.
• Create opportunity - for our people to excel.
  
  

The role is for an IT Support Technician helping our global user base with day-to-day 1st line technical support within the client’s infrastructure. It is a client-facing role supporting fee-earning projects and programmes.

You will be supporting the IPMO and a global client with their Capital Portfolio Management by providing IT support directly to IPMO and the client. You may also need to support the office infrastructure and ‘in country’ users with any IT issues.

You’ll Be Responsible For

• Ensure the business-critical IT systems and infrastructure of the programme is fully supported by providing 1st/2nd line support of software, hardware and networking.
• You will also be required to keep documentation up to date and assist with regular reporting for the Digital lead.
• Supporting the team in raising IT tickets inclusive of self-management of your own tickets.
• Onboarding and offboarding employees, ensuring they are trained in how to use our equipment and systems securely and correctly.
• Installation of software’s once approved.
• Document IT procedures, user guides, and troubleshooting steps to create a knowledge base for future reference.
• Assisting with Asset Management.
• Enable digital systems to be effectively managed with a support wrap that allows the wider project team to be at full capacity and enable better delivery of projects for our clients.
• Expected to adhere to support a structured development lifecycle that includes requirements definition, design, development and testing, user acceptance testing, deployment, handover and post-implementation support.
  
  

You’ll Need To Have

• 3+ years of relevant IT support experience is expected.
• You will also have an understanding of ITIL v4 and work to this framework.
• Experience of 1st line support to a number of PMO software, including Planview, Aconex, Smartsheet.
• Knowledge of the Microsoft 365 tech stack including the Office 365 suite including Outlook, Teams, OneDrive, SharePoint.
• Knowledge of Power BI and MS Azure environment.
• Ability to troubleshoot a range of technical issues including but not limited to hardware and software.
• Ability of when to know to escalate issues with the relevant internal teams.
• Ability to work independently and collaboratively in a fast-paced environment.
• A firm commitment and apply knowledge of the principles of the Data Protection Act 2018/GDPR.
• Being flexible with working patterns.
• Experienced in using a ticketing system to log contacts, update ticket progression, direct resolver groups and resolve tickets.
• Knowledge base creation and maintenance.
• User FAQ creation and maintenance.
• Support report creation and maintenance.
• Continual service improvement mindset.
  
  

You’ll Also Have

• The ability to work collaboratively as part of a team.
• A willingness to share knowledge and support the development of others.
• The confidence to ask questions, make suggestions and challenge the status quo.
• Excellent written and oral communication skills and presentational skills.
• A commitment to working inclusively.
• An aptitude for problem-solving.
• Good interpersonal skills.
  
  

Mace is an inclusive employer and welcomes interest from a diverse range of candidates. Even if you feel you do not fulfil all the criteria, please apply as you may still be the best candidate for this role or another role within our organization.

We are also open to discussing part time, flexible, and hybrid working options if suitable within the role.

Apply now for a confidential discussion.