Desktop Support Technician

Due to our continuing growth, we are on the lookout for a Desktop Support Technician to join our Helpdesk team. The Helpdesk team are responsible for the support and maintenance of both software/hardware and all peripherals at our head office and across a number of remote sites. Your main responsibilities will be dealing with day to day queries via Freshservice, phone and email as well as face to face, supporting all Microsoft technologies; trouble-shooting challenging issues, you will be able to devise innovative solutions providing second line support to internal users

About us

N2O is a leading brand activation agency. Working in partnership with our clients, we devise and deliver experiential campaigns for the world’s most ambitious brands. Experiential Marketing experts, we use insight-led creative and brand experiences to engage with the right people and change what they think, feel and do. We apply 25 years of marketing experience to successfully deliver our clients’ requirements across FMCG, health and beauty, luxury goods, retail and technology. Our Head Office is in Maidenhead, but we also have an office in Welwyn Garden City, and our warehouses are in Colnbrook and Bedford.

Key Accountabilities include:

• Demonstrate previous experience of working in an IT support role
• Install and configure IT equipment and various technologies
• Resolve incidents and upgrade different types of software and hardware
• Take ownership of issues by carrying out problem analysis to implement solutions with the aim of restoring service to the customer quickly, escalating where necessary
• Provide support for all Office 365 products
• Responsible for Second line support duties both remotely and face to face, providing support for incident diagnosis and fault resolution
• Accurately record, update and document requests using Freshservice
• Offer remote support to satellite offices in Bedford, Nottingham, Colnbrook and Welwyn
• Resolve incidents with printers, copiers, scanners and mobile devices including IOS, Windows and Android phones
• Maintain a first class level of customer service ensuring that all customers are treated efficiently
• Resolve incidents with MacOS devices
• Follow the well documented Helpdesk best practice to a very high standard
• Train and induct new starters into the business on various IT Technologies

• Educated to A level or equivalent preferably including a computing qualification
• Excellent communication and inter personal skills with the ability to prioritise, multi-task and adapt to changes quickly
• Be able to problem solve varied client queries, providing users with problem solving advice and guidance on common desktop applications
• A thorough knowledge of Microsoft Windows 11 operating system and Windows Troubleshooting
• Good knowledge of MacOS system
• Have an excellent team working ethos
• Keyboard skills to ensure quick and accurate data entry
• Self-motivated with the ability to work in a fast moving environment
• Able to work flexibly and provide necessary cover where needed as part of a shift system

• Up to £31,000 gross annual salary
• 23 days annual leave plus bank holidays
• Life assurance
• Retail discounts scheme
• Employee Assist Programme
• Season ticket loan
• Head office location has multiple perks including on site gym, free breakfasts, and onsite cafe