IT Support Specialist

 6sense is looking for an IT Support Specialist who is passionate about providing amazing customer experience while delivering outstanding technical support. You will be a customer service and support all-star player. You will be assisting our customers via support tickets, email, or chat. You love building relationships, both with customers/business partners, and IT team members alike. You are passionate about IT end-user support and have a background in Mac/Windows software and hardware with provisioning/troubleshooting skills. Are hungry and self-motivated to learn enterprise IT from the ground up.

This role is based in our London Office and will require you to be in the office 2-3 days per week. 

What we’re looking for:

• 2+ years experience in IT Support professional environment 

• Some experience with support ticket management and tracking 

• Strong customer service, problem solving, and teamwork abilities 

• Outstanding written/verbal communication and interpersonal skills 

• Basic knowledge of Mac OS, iOS, and Android (ACMT preferred) 

• Basic knowledge of Windows 10 

• Network fundamentals (laptop connectivity, VPN, printing) 

• Familiar with Microsoft Office 365 Suite, Gsuite, IM systems and SSO  

• Basic knowledge of audio/video troubleshooting and support 

• Ability to participate in a support schedule that may include after-hours and weekend support. 

• Experience in providing technical support, and a love for solving problems. 

• A high level of professionalism and passion for customer service.

• A focus on the details, including maintaining and updating IT documentation and procedures.

• An appreciation of the importance of asset inventory and how to maintain an organized Support team.

• A love of standardization and an understanding that consistency and adherence to best practices will help any organization scale.

• An understanding of Security awareness when guarding 6sense data. 

In this role, you will:

• Provide support in-office and remotely during normal business hours. We may require attendance to all company-wide events, off-sites, FKO, etc.

• Build and configure new hire laptops  

• Process returned assets and prepare them for reuse/e-waste 

• Handle termination collections (full life cycle) 

• Provision and track loaner systems with global asset management tool 

• Work with employees to perform computer upgrades and migrations 

• Provide first-tier 1 support for AV issues  

• Provide support for large global meetings and events 

• Provide tier 1 basic troubleshooting and root cause analysis  

• Manage ticket queue and all team slack channels 

• Maintain and create documentation/SOP 

• Work with multiple cross-functional business partners

• Provide VIP services for our Executive Staff/Board

6sense is committed to protecting the privacy and security of your personal information. We will process your personal data for the purposes of the recruitment exercise, which may include assessing your suitability for the role, background, and reference checks, where applicable. Please see our recruitment privacy policy for more information: Recruitment Privacy Notice