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Tech Zone Support Technician
Canopius Group. Deliver customer service experience and technology support services to Canopius’s global user base .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support, including troubleshooting hardware and software issues, managing incidents, and providing user support across various devices and platforms. Proficient in M365, Azure services, and ticketing systems, with a strong focus on customer service and compliance.
Highest-signal resume keywords
IT Support ExperienceM365 Office Suite KnowledgeAzure Cloud SupportServiceNow ITSM ExperienceTroubleshooting Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting Computer-Related IssuesDesktop SupportLaptop SupportMobile Device SupportAudio-Visual Equipment SupportPowerShellPower BIActive DirectoryMicrosoft Endpoint ManagerTCP/IP
Soft Skills
Oral Communication SkillsWritten Communication SkillsCollaborationRelationship-BuildingProactive Self-Starter
Tools & Technologies
ServiceNow ITSMM365OneDriveSharePoint OnlineMS TeamsAzure ADDNSDHCP
Industry Keywords
Customer ServiceIncident ManagementProblem ManagementCompliance RequirementsGlobal Organisation Experience
Tech Stack
Tools & technologiesAndroidAzureCloudDNSiOSITSMServiceNowTCP/IP
About the role
Key responsibilities & impact- Deliver customer service experience and technology support services to Canopius’s global user base
- Provide 2nd-line deskside support and manage business-impacting and prioritised incidents
- Act as the face of Service Management at the London Tech Zone and a key escalation point for customers
- Support end users in offices and at home with problems, major incidents, and escalated tickets
- Manage tickets raised with third-party teams delivering Canopius’s IT services and support
- Execute complex operational support activities across multiple technical areas
- Provide advanced advice to business users on complex issues
- Prepare support-level and user-level documentation
- Manage work and priorities through ticketing systems and workflows
- Troubleshoot complex infrastructure, support services, and low- to mid-level application issues
- Manage migration, configuration, and rollout of new or upgraded infrastructure assets and support services
- Support office-based networking and audio-visual technologies
- Set up and manage laptops and smartphones for new joiners and deployed devices
- Support home workers with laptop and connectivity issues
- Provide 2nd-line M365 and Teams support, including usability queries
- Create and maintain service procedures, policies, and standards
- Govern networking rooms and cabling
- Support company and BYOD Android and iOS smartphones
- Liaise with 1st-line Service Desk on escalations, problems, and major incidents
- Participate in testing for changes and new processes
- Act as a key escalation point for incidents, requests, customer experience, problem management, and incident management
Requirements
What you’ll need- Previous experience in an IT support role
- Excellent IT skills and knowledge of troubleshooting computer-related hardware and software issues
- Experience supporting desktop, laptop, mobile devices, and audio-visual equipment
- Knowledge of M365 Office Suite, OneDrive, SharePoint Online, MS Teams, Active Directory, Azure AD, Microsoft Endpoint Manager (Intune), TCP/IP, DNS, and DHCP desired
- Experience working with third-party specialist support providers and managing engineers and ticket queues
- Experience supporting Azure cloud and associated services
- Good oral and written communication skills
- Experience supporting a wide-ranging user base, including VIP support
- Solid understanding of security, audit, and compliance requirements
- Experience with ServiceNow ITSM, ideally ITOM
- PowerShell and Power BI experience very desirable
- Confident with day-to-day support activities and tactical and strategic thinking
- Attention to detail and a high degree of accuracy
- Proactive self-starter who shows initiative
- Strong collaboration, relationship-building, and communication skills
- Ability to engage people from diverse cultures and different levels
- Experience working in a global organisation and balancing global and local requirements
Benefits
Comp & perks- Hybrid working arrangement
- Ability to work from home
- Support for home workers