Level Requirements
Excellent communicator both verbal and written
Able to work on their own as well as part of a team
Generate regular operational reports, data collation and regular documentation duties
Equipment configuration
Fault diagnosis and rectification
Develop, adapt and deliver best working practices
ITSM Platforms, Logging, prioritisation and escalation of IT support issues and requests
Resolution of Tier 1 and 2 support issues and requests
Routine systems administration tasks - Active Directory, MDM, Exchange, 2FA, FTP, SFTP
Software distribution - ivanti, SCCM, WDM
Windows 10, MDM, Office 2016, O365
Administration of hardware inventories and software licenses
Personality: Self-driven, results-oriented with a positive outlook and a clear focus on high quality.
A natural forward planner who critically assesses own performance.
Mature, credible, and comfortable in dealing with internal customers, external service providers and stakeholders.
Reliable, tolerant, and determined.
Able to get on with others and be a team-player.
Literacy and Numeracy: Able to understand and explain metrics and quickly be able to generate metrics from existing measures. Must have a keen sense of audience.
Flexible and willing to move between offices across the region.
Business Skills: Must be an excellent face-to-face and telephone communicator. Able to plan their time efficiently. The ability to work quickly and collaborate effectively with a global dispersed group of colleagues is essential.
About the Role
Works as a technology support advocate for all FTI Consulting staff in all practice areas. May act as the liaison between office and systems integrators and/or vendors when appropriate.
Works within the IT group in the definition, documentation and implementation of appropriate processes and procedures to continuously improve the technology support within FTI Consulting.
Works within the IT group while working with FTI practice areas and corporate staff to establish technology user requirements that the entire ITG will use to define and design solutions.
Provide support in the configuration, installation and troubleshooting of voice PBX systems software and provides for administration of handsets and related cabling and configurations.
Configures and supports all ITG approved wireless devices.
Maintains thorough understanding of video equipment installed in the office and can provide audio and video calling assistance for staff.
Travel between offices in the country and across the EMEA region to provide a range of support.
How You'll Grow
ITG uses an "IT Service Portfolio" approach to align with business priorities, and to articulate and communicate the diversification of IT investments for the business. FTI Consulting leverages the Information Technology Group (ITG) to accomplish the following goals: Improve Practitioner Productivity and grow the business with IT, Reduce Risks with IT in the business, and Manage a balanced set of IT investments that meet business objectives. We encourage our employees to become "Super Users" of all our services, take advantage of multiple opportunities to work with colleagues on the wide array of cross functional to inter department projects, and self-improve through professional development.
Basic Qualifications
Must have a minimum of 2 or more relevant technical certification credentials - MCSE, MCDST, MOS, MOP, HDI Desktop Support Professional
Must have ITIL Foundations, preferably ITIL Practitioner certifications
Must have a 4-year Computer Science college degree or equivalent professional experience.
Excellent communication (written & verbal), planning, organization, and administrative skills
Flexibility to work in a fast-paced, multi-task environment
Ability to work under tight deadlines and stressful situations
Ability to handle and balance multiple critical tasks at the same time
Availability to travel with little notice
Detailed knowledge of current leading-edge PC workstation and server hardware and software including networking and communications interfaces and relationships.
Ability to grasp fundamentals quickly and instruct others in their use. Competent to work on complex computer and local and wide area networking problems independently.
Experience with Windows Server, AD, Group Policy, O365
Minimum 2 years' experience in a 100 staff LAN environment
Superior customer service skills
Ability to reliably meet tight deadlines
Preferred Skills
As developed and coordinated upon request by supervisor.
Provide on-call support via cell phone and/or pager for after-hours communication/support.
Ability to work additional hours as required.
Physical labor from time to time, which may include moving equipment, furniture, etc.
Periodic travel required, sometimes with little notice.
Periodic physical labor, which may include moving equipment or furniture.
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