Ensuring TalkTalk’s IT infrastructure performs around the clock, isn’t easy, but it's definitely rewarding. And as we expand taking on more people and provide new ways of working, our IT needs to continually evolve to face new challenges.
From servers and storage, to database management, network configuration, communications, and collaboration tools, we’re investigating the future and providing new solutions, using cutting edge technology
This role will provide 2nd tier Desktop and Systems IT support to TalkTalk Colleagues, primarily focusing on customer service and ensuring customer requests are dealt with promptly, securely and to a high standard.
This is not your typical 2nd line 'reactive' support role. You're more likely to be providing 2nd & 3rd line support whilst looking at ways we can be more proactive in the support we provide
Travel to other TalkTalk locations as well as out of hours and on Call duties may also be required as determined by the requirements of the business.
How will you add value in this role:
Providing reactive and proactive support to Colleagues and other areas of the business requiring technical assistance.
Providing remote and on-site support to all our corporate offices across the UK.
Ensure customer satisfaction in all aspects of the role
Respond to customer queries within agreed SLA
Liaise with other Technology, Change and Security sections to resolve incidents raised against the Internal Services department.
Provide end user support for various Microsoft packages including, Windows 10, Microsoft 365 Suite.
Support and preventative maintenance of onsite IT Hardware (including Office Desk Setups, Meeting Rooms and Collaboration Spaces).
Provide problem resolution for internal business applications & voice systems
Support TalkTalk current and future hardware and software applications.
Technical assistance in future projects to ensure the impact on any associated system is properly identified
Raising fault\service request tickets using incident management systems.
Network Patching \ Switch Port \ Wi-Fi administration
PC System imaging and management using various technologies (Altiris, SCCM, Azure AD, Intune, Autopilot, PowerShell)
Configuration, Support and maintenance of Windows Virtual Desktop and supporting infrastructure services.
Configuration, Support and maintenance of Apple (iOS and OSx) and Android devices
Adhere to and support of system security practices (Group Policy, BitLocker, MacAfee Endpoint Security)
What you'll need to be successful
You'll have previous experience providing 2nd line support to a range of internal users. While you won't have experience of all the technologies mentioned above, you'll have been exposed to SCCM and virtual desktop technologies (Citrix or RDesktop)
Scripting will become more prevalent in the role so exposure to Powershell will also be useful