Senior Service Desk Engineer

At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!

£0 - £0 a year

Navisite is looking for a Senior Support Engineer with Mac experience to join our expanding team and work from our Glasgow based office. This role is offered primarily as an office-based role, Hybrid working is a possibility in the future.

This role will be support of one of our customers who are based in London.

To be considered for this role you should have at least 3 years’ experience supporting and deploying Apple Mac and Windows Devices.

Responsibilities:

•Provide high quality remote support to our users for Windows and Mac Devices.

•To bring specific Mac experience to an established team, helping to improve Mac understanding, working with other internal IT teams to build Mac specific builds and security policies.

•Working with the wider IT team to implement MacOS policies, configuration profiles and procedures.

•Ability to work under pressure in a fast-paced environment.

•Possess Strong customer service, analytical, and problem resolution skills.

•Strong communication skills; Excellent English (Written and spoken).

•Ability to be empathic and sympathetic to our users.

•Capturing all interactions and ticket resolutions within our ticketing system Service now to aid trending and continual service improvements.

•Categorizing tickets based on ITIL principles (Incidents and Service Requests)

•Taking ownership of customer issues ensuring the tickets are resolved within a timely manner.

•Troubleshooting issues remotely which may include issues with, Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones and Printers.

•Looking to resolve a high volume of calls at first point of contact.

•Escalate tickets to our deskside support team where a remote resolution is not possible.

•Follow high severity and Major incident procedures.

•Collecting necessary information to escalate tickets to the relevant support teams when necessary.

•Contribute to the Knowledge-base when new work instruction or fixes are identified. in our ticketing tool to be customer specific or generic.

The following areas of experience are not essential, but are desirable experience for this role;

•Knowledge of Insurance market Applications such as AIMS, DAM, Atlas, Cascade, Crystal or SSO LIMOSS, Lexis Nexsis.

•Working for an organization within the Insurance Sector.

•Analytical application knowledge working with PowerBI, Qlik or Qlik View.

•Experience of working with financial platforms Sage and TruPay.

•Working knowledge of the project management platform Monday.com.

•Manage Engine suite knowledge ( AD Management, Vulnerability Manager, Patch Manager ).

•Mimecast administration knowledge.

•Adobe products and DocuSign

•Microsoft Certifications.

•Apple Certifications.

Essential Technologies:

•Knowledge of MacOS, Automated Device Enrolment, MDM, AD, Azure AD, Intune, Autopilot Managed Engine, Office365, Exchange, Exchange Online, Power automate and SharePoint.

•Experience in the centralised implementation and rollout of MacOs and iOS specific policies using Intune.

•Working knowledge of Service Now.

•Knowledge of supporting Windows and Mac Devices.

NAVISITE - Part of Accenture, is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.

Internal Applicants – No sponsorship available / External Applicants – Sponsorship not guaranteed. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year.

You must ensure compliance with data protection legislation under the DPA, EU GDPR, any other ​applicable ​data protection legislation​.