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Purpose of the role The IT Executive provides technical support to TEAM LEWIS employees, including desktop, audio/visual and mobile computing/devices support. Liaising with the global IT team to provide support cover and extra resource, as required. Aptitude to multi-task, prioritise, problem solve rapidly across time zones and often out of hours whilst remaining professional and calm, will be key to success. Main responsibilities IT support Provide technical consultancy to users in local offices regarding AV and Presenting, printing options, Network Connectivity, and any other software package that may require special assistance Acts as senior escalation support when required Troubleshoot, diagnoses and repair hardware issues on desktops, laptops and mobile devices. Take ownership of regional onboarding and leaver processes to ensure that hardware is sourced, IT inductions provided and access terminated where necessary and all inline with security polices Troubleshoots networking issues Liaises with team members for purchase approval if needed and work with key suppliers. Managing and maintaining security group wide following best procedures and adhering to polices. Projects Works with the global IT team, when requested, to implement large scale IT projects and new office acquisitions Liaises with your line manager to provide support cover during periods of absence or intense project work Identifies areas of development that can be implemented in a future project, be it support, hardware, software or procedurally oriented Manage key supplier/contractor relationships, including service reviews/assessments and commercial aspects Teamworking Ensures personal and deliverable objectives are met on an on-going basis Accurately reports activity levels to manager and team Escalates general IT requests to appropriate team members, acting as a first point of contact for enquiries Works closely with line manager to maximise own strengths, improve weaknesses and support individual and team career development Suggests new ideas on how to improve processes and systems Supports with the training of other TEAM LEWIS employees where relevant Ensure an understanding of the agency’s business, clients and work, eg. by attending taskforce meetings, regional and office meetings, training sessions, and by sitting with the non-IT teams General Runs and supports training sessions, with a view to maximising opportunities to expand team skills Takes a proactive role in promoting the TEAM LEWIS brand, its work, identity and values Contributes and supports the continuous improvement of systems, practices and policies About you Working technical knowledge of basic networking, Mac OS X systems, current network hardware, protocols and standards Good written communication skills Strong personal skills, with a focus on listening and questioning skills Strong documentation skills Ability to conduct research into a wide range of computing issues, as required Proven analytical and problem-solving abilities Ability to present ideas in user-friendly language to non-technical employees and end users Ability to effectively prioritise and execute tasks in a high-pressure environment Strong customer service orientation Enjoys working in a team-oriented, collaborative environment Strong knowledge of Mac OS, MS Office/MS 365 applications, Windows is a plus Ability to support and diagnose network issues Key relationships Vice President, IT (US) Senior IT Director (UK) Chief Operations Officer Global IT Team UK Office Heads People Team
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