Senior IT Support Engineer

Role Overview

• Serve as a primary point of escalation to resolve complex computer problems for citizenM employees in person, via telephone, or from a remote location.
• Provide expert assistance concerning the use of computer hardware and software, including printing, installation, office software, email, and operating systems.
• Offer guidance and provide assistance concerning the use of installed audio-visual and conferencing system hardware.
• Mentor junior support staff and contribute to the development of team skills.
• Maintain and enforce existing IT security policies and standards across all employee devices.
• Action security alerts and respond to incidents, ensuring the ongoing integrity of endpoint security software and system patching.
• Manage the user lifecycle through corporate identity systems, such as OKTA, with a focus on secure access control.
• Oversee the entire lifecycle of IT assets, including deployment, and secure disposal.
• Set up equipment for employee use, performing or ensuring proper installation of hardware, operating systems, and appropriate software.
• Maintain a detailed and accurate inventory of all hardware, software, and peripheral equipment, building upon existing records of installation activities and remedial actions taken.
• Install and perform minor repairs to hardware, software, and peripheral equipment.
• Identify opportunities for process improvement and develop documentation to enhance support efficiency.
• Maintain a record of problems and remedial action taken, and installation activities.
• Communicate major hardware or software problems or defective products to vendors or technicians for service.

Requirements

• Extensive experience with PC hardware and operating systems from Microsoft, Google, and Apple
• Expertise in managing corporate email, calendar, and identity systems, such as Google Workspace
• Proven experience with identity management solutions is required (OKTA, Google Workspace, etc.)
• Experience in maintaining endpoint security systems and actioning security alerts
• Demonstrated experience with IT asset management processes and tools
• Committed to help, and takes satisfaction from problem resolution
• A capable troubleshooter, determining causes of operating errors and deciding what to do about it
• A collaborative team player with leadership or mentoring capabilities.
• Passionate attitude
• Fluent in English

Benefits

• citizenM experience nights for you (and friends and family)
• Personal and professional development opportunities and programs
• Latest tech devices and all the tools you need to be successful in your role
• Commuting travel costs covered (by car or public transport)
• Pension and cycle-to-work scheme
• Subsidized fresh daily lunches at our support office
• Flexible public holidays
• Employee assistance program
• Varied team days and social events (from food trucks and quizzes at the office to parties on boats)