Seniority Level: Senior

Location: London Bridge, UK; Guildford, UK

About the role and about You:

As a Senior Desktop Support Specialist, you’ll provide world-class tech support to fellow Watopians in a complex environment that moves at a lightning fast pace. You‘ll work independently, anticipating and responding to the needs of Watopians in technical distress. Your suite of tech skills will enable you to profile, build, procure, and install approved SW/HW, diagnose any emergent hardware and software ailments, and maintain the equipment Watopians use in their day to day work.

In addition, you will support our executives with an exceptional level of customer service and attention to detail.

What you’ll do:

• Work directly with executives, and their assistants to assure a high-quality technical experience
• Deliver training and support to end users and staff on computer and software operation and other technologies
• Serve as Second Level escalation point for Desktop Support Specialists
• Utilize Config management tools such as JAMF, Intune, Kandji, etc… to manage Mac and Windows systems
• Endpoint Administration including but not limited to: OS/Security Patches, OS Build process and Imaging, and System Maintenance
• Evaluate and recommend system hardware based on business needs and budgetary constraints
• Automate using scripting to enhance/re-engineer processes to gain efficiencies
• Provide on-site and/or on-call weekend support, as needed, to executive members
• Resolve problems, providing long-term solutions by performing Root Cause Analysis on recurring problems.
• Maintain, inventory, solve and repair computing infrastructure and hardware including printers, workstations, switches, Wifi and VPN.
• Participate in training new hires
• Collaborate with the team, including leadership, to provide key problem status updates and ensure compliance with Zwift standards and security/compliance policies.
• Work with your peers in our UK Offices and remote locations to grow and evolve our current systems and tools, improving efficiency and teamwork between Watopians globally.
• Perform projects and duties as assigned by the manager

What we’re looking for: 

• Associate or Bachelor’s degree in IT preferred.
• 5+ years IT experience with a wide range of technologies and processes.
• 3+ years of executive level support.
• Proficient in the skills of problem solving and integrity/dependability.
• Functional in the skills of client partnership/focus, process improvement/quality, eye for business, and organizational awareness.
• Interact with end-users to facilitate and promote effective use of information technology within the guidelines of company and IS policies.
• Support Help Desk personnel in second level problem resolution to resolve end-user issues/requests.
• Experience with Google Workspace Administration.
• Sophisticated experience installing, configuring and solving problems Windows and OSX.
• Experience with a ticketing system such as Jira Service Management or similar service desk software.
• Knowledge of network security practices and anti-virus programs.
• Strong time management and organization skills; able to prioritize multiple requests effectively and autonomously.
• Displays a passion for improving systems, process-building, and documentation.
• Strong written and verbal communication skills.
• Able to anticipate problems before they arise and take preventive action or call out recommendations appropriately.
• Demonstrated alignment with Zwift’s mission, values, and dedication to diversity, equity, and inclusion.
• Your interpersonal skills and friendly personality should set a Watopians mind at ease, knowing that they are in the right hands to fix their technical problems.