Desktop Support Technician

At Ensono, our purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.

Developing impactful solutions is something we do together at Ensono because Ideas Start Here. Great things happen when many voices are heard, and people are supported to run with their ideas. On our teams, you will be backed by leaders with a passion for our business. This is a place where your ideas can Do Great Things.

We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business.

Adventure starts here. Here you will be a part of a team that encourages you to master your craft, ask tomorrow’s questions today, and chart your path. Our Associates focus on client impact with curiosity and a feeling of relentless commitment.

About the role and what you will be doing:

The End User Support Technician independently plans, installs, integrates, and validates systems software and hardware solutions. Serves as a resource to less experienced team members on escalated issues of a routine nature. Acquires and applies broad knowledge of Ensono, its services and processes. Resolves issues and navigates obstacles to deliver work products. Delivers technical solutions for desktop hardware and software, profile development and version management, license management, peripheral integration. Participates in the evaluation, development, implementation, integration, and administration of internal and external business solutions. Works closely with End User Experience Team and Ensono staff to assist with related technologies and guides interactions with Ensono IT (Information Technology) services. Provides insight into management on issues. Supports the values and strategic goals of Ensono. 

Key Responsibilities:

• Availability/Incident Management: Responsible for the timely resolution of problems on Information Systems hardware and software. This includes maintaining the system operations in accordance with all regulatory requirements with primary focus on confidentiality and Security Regulations. This also includes solving issues related to Backup, Restore, Disaster Recovery regular day to day operations of Windows and Mac computers including but not limited to , print, scanning, Authentication (AD and Okta (Active Directory), Intune, OKTA, SCCM, JAMF and patching. 
• Capacity, Configuration and Architecture Management: Develops a maturing level of understanding of the Ensono Desktop, Laptop, Tablets. OS (Operating Systems), profile version control, application version control, license management and peripherals. Documents, adheres to, and ensures deployed systems meet all hardware and software standards and configurations. Contributes to system life cycle recommendations and funding requests. Works with End User Experience Team and Operations to maintain SLAs with end-user computing hardware.
• Conference Room Video Conference Hardware: The End User Support Technician also covers conference room service and support for all the A/V equipment which includes projectors & video conference equipment. Sets up and supports video and other presentation equipment for Ensono presentations/forums/townhall meetings.
• Telephony and Network: End User Support is responsible for the Level 1 & 2 support on the phones & network, as well as owning support from the switch port to the desk, including the physical phones.
• Priority Management: Must manage more than one assignment at a time, balancing resources, priorities, deadlines, and time. Requires collaboration across multiple disciplines and groups. Must also be able to work independently.
• Change and Release Management: Applies sound IT production and change management methods to all areas of Information Systems. Actively communicates changes within the IT department to all affected parties proactively and effectively. Follows and documents strict testing and deployment methodologies for Information Systems. Desktop Support Technician also assists with testing of images & successful distribution verification. Testing for other support teams, testing of any technical piece that touches the desktop
• Disaster Recovery/Business Continuation: Follows the processes and maintains appropriately available systems operations environment. This includes controlled observation and evaluation of modern technologies and methodologies. Testing plans and documentation are required. 

Requirements:

• End User Support Technician specializing in the support of Microsoft Windows and Apple MacOS based systems, related software, and peripherals.  
• Ability to react to high level priority problem calls, and interface with variety of users from top level executives, VP’s and directors, C level associates and staff across the globe. 
• Requires a maturing level of analytical ability to find solutions to increasingly difficult technical or administrative problems, to determine economic feasibility or options available, and to assess time involved in system changes. Thorough documentation and business language skills are also required 
• Requires hands-on experience with desktops, laptops, tablets, mobile phones and peripherals 
• Able to install all software & perform level 1/2 support. 
• Must be able to communicate the impact and solutions of application/system problems in business language 
• Requires a calm professional approach in all situations 
• Ability to work “on call” shift rotation 
• Must be able to work on site in our Gdansk office, minimum 3 days per week 
• Must resolve problems entirely by either completing the work or gathering all the resources needed for ultimate resolution and continuity of problem management 
• Must be able to work independently, and as part of a wider team
• Be able to work with and potentially assist other teams, including technical and Facilities teams

Education and/or Experience 

• Bachelor of Science in Computer Science, Information Systems, Computer Engineering, or related field or equivalent work experience 
• 2+ years of relevant business support and/or information technology support experience 
• Advanced knowledge of desktop systems administration, Windows OS, Apple MacOS and System Center, Intune, Azure, antivirus and encryption, printers, scanners, and other peripherals 
• Experience supporting Microsoft 365 applications (Word, Excel, Outlook) and Microsoft Teams highly desired                                 

Certificates, Licenses, Registrations – Preferred:

• Currently A+, MCSA, Required 
• MCSE Certification preferred 
• Experience with products such as Jamf is desired. 

Benefits:

We believe that great work deserves great rewards. In return for your ideas, commitment and ambition, we’ll give you a very competitive base salary and a range of benefits as soon as you join. On top of your highly competitive base salary, we offer: 

• Flexible and remote work opportunities
• Performance bonus
• Training and development programs
• Worldwide career opportunities
• Community outreach and mentoring opportunities
• Learning platforms
• My Benefit system
• Wellness Platform support from Virgin Pulse
• Associate equity program
• Life insurance
• Lunch card
• Study leave
• One paid day off for charity events
• Sabbatical  
• Extended parental leave  
• Rental or co-financing of office equipment
• Referral bonus program