IT Support Engineer

We’re LADbible Group: a voice and identity for a community of more than 53 million people, and a way of life for a generation of fans the world over.

LADbible Group builds youth communities across multiple channels including our websites, Facebook, Instagram, Snapchat, Twitter, YouTube, AppleTV and our apps. We understand our audience and are on their side. Our community brings people together and we try to use our influence for good.

The Role

We are looking for an enthusiastic and approachable IT Support Engineer (1st/2nd) that has a professional yet friendly approach that adopts a ‘can do’ attitude.  The role is an essential apart of the IT Team, as the person will be first point of contact for of all users across the business that either need their help or advice and be one of the key face-to-face contacts for our users in the London office.

Primarily you will be focused on 1st and 2nd line issues across the business but will also work on proactive support, including training, inductions as well as supporting on going IT Projects. The role is customer service orientated where we pride ourselves on offering a 1st class service to our users across the business.

Technologies:

=       Microsoft Office 365 & Azure Active Directory

=       Operating Systems - Windows 10  & OSX 10.12 to 10.13

=       MS Office 2016 & Creative Cloud

=       Meraki Wifi Infrastructure

=       Zendesk Ticketing & Asset Inventory Management

=       Teamviewer

The Person

=       Positive ‘Can Do’ attitude, with a passion to learn

=       Natural problem solver and strong communicator

=       Team player and able to work independently

=       2 years working in 1st and 2nd line support role, supporting around 200-300 users

=       Worked in a fast-paced environment, ideally within a similar industry

=       Experience supporting users face to face and remotely

=       Experience supporting AV Equipment and Meeting rooms, ideally Polycom Video conferencing

=       Office 365 Portal Administration – Account creation and User management – Essential.

=       Experience using a ticketing system

=       Experience of using an asset management system.

=       Experience supporting both OSX and Windows 10 -  OSX experience is essential and need to have supported an environment where OSX was 50% of the estate or more.

=       Experience in support hardware, laptops, printers, iPhone, TV’s and AV equipment, including memory updates and hard disk replacements.

Responsibilities

=       Setup new starters – set up all user account and computer profile. Carry out a face-to-face walk through with the new starters in the London office.  

=       Setup and Configure all new devices and computers, following documentation and the build process.

=       Decommission user accounts, ensuing all data is managed per the ticket request and decommissioning process.

=       Support tickets across the estate (in a timely manner with SLAs and priorities):

o   Respond to all support tickets.

o   Resolve 1st and 2nd line support calls

o   Escalate tickets that cannot be resolved

o   Update tickets with detailed information and follow the process within Zendesk

o   Assist and work with colleagues to help resolve all support tickets

o   Act as one of the primary contacts on site for the London office, taking ownership and resolving tickets that require a physical presence.

=       Keep EZ asset management system up-to-date, Asset all new equipment as well as carrying out periodic stocktake of equipment onsite.

=       Support on-site AV equipment throughout the office and in meeting rooms, ensuring the equipment is always functional and ready to use and resolve any issue.

=       Assist in the process of order all new equipment.

=       Ensure devices are up-to-date - software, Antivirus, OS patches/releases (and encryption)

Company Overview

Founded in 2012, LADbible Group is redefining entertainment and news for a social generation. Our global community engages with our content–spanning editorial, video, documentary and live – billions of times each and every month. Using all major platforms, we’ve rapidly risen to become one of the web’s most prominent social video publishers.

Our brands include LADbible, SPORTbible, Pretty 52, branded content agency Joyride, and licensing arm CONTENTbible. Whether by simply putting a smile on someone’s face with a funny video or by engaging our audience in social issues important to them, we strive to make a positive difference.

Sure, we may be UK based, but we’re powered by a community that spans the planet.

Mission

LADbible Group has become a way of life for fans around the world. We provide news, entertainment and community to a global audience of young people. Our mission is pretty straightforward: to deliver content that our audience love. Our flagship brand alone is followed by half of all UK men aged 18-24 – and a fifth of women in the same age group.

We don’t think youth audiences are hard to reach, you just have to tell them the stories they care about and amplify the ones they tell you.

LADbible Group is an equal opportunities employer. We are determined to create a diverse group at all levels of our company and we welcome all members of the community to apply for openings with us.