IT Support Engineer

OLIVER+ is a global team of creative thinkers, tech-savvy trendsetters, and production pros specialising in film, CGI, automation, AI, motion design, and digital/print content. We partner with over 300 clients in 40+ countries and counting. Our focus is to connect clients with high-quality solutions, talent and ambitious opportunities worldwide.  

As a part of The Brandtech Group, we're at the forefront of leveraging cutting-edge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency, spark creativity, and drive insightful decision-making, empowering our teams to produce innovative and impactful results.

Role:  IT Support Engineer

Location:  Mumbai

Timezone: BST

About the role: 

The IT Service Desk is the central point of contact for all IT-related incidents and service requests. The role of the Junior IT Engineer is to provide first-line support for all staff within the IIG group of companies.

Working potential shift hours including nights and weekends, the Junior IT Engineer is primarily responsible for triaging and receiving incoming support calls and escalating appropriately. They are also responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment that provides services over the phone, through e-mail, chat, and in person.

What you will be doing:

• Work out-of-hours office shifts, and potentially both days of the weekend, a rota will be in place.
• Provide 1st systems support to users, for SaaS products, our proprietary software platform Oliver Marketing Gateway (OMG), PC, Mac, and Printer-based support.
• Escalating issues to the relevant parties appropriately.
• Diagnosing and resolving technical issues.
• Managing and troubleshooting Office 365 and other cloud-based systems.
• Setting up and configuring new laptops and desktops.
• Installing authorized software to laptops and desktops.
• Ensuring security and upgrades are applied to desktops and laptops and kept up to date.
• Antivirus installation on all desktops and laptops. 
• Completing internal user moves including phones. 
• Ensuring all logs for equipment and users are maintained.
• Creating purchase requisitions for IT hardware/software.
• Ensuring licensing for all software purchased is recorded and maintained.
• Setting up new users and disabling expired accounts in accordance with HR requirements.
• Supporting Mac OSX, Windows 10, and some Windows 7 operating systems. 
• Utilizing Casper and Team Viewer remote management tools.
• Providing support for new implementations.
• Supporting the Support Technician in solution analysis and design activities. 
• Maintaining current knowledge of relevant developments in respect of ICT and strategy within the context of the role.
• Ensuring that routine maintenance and processes are reviewed, maintained, and completed.

What you need to be great in this role:

-     Working towards Certification in Microsoft or JAMF Casper.

-     Backup and restore software experience.

-     Enthusiastic self-starter and must have fluent written and verbal English communication skills.

-     Must be appropriately resourceful and a keen troubleshooter.

-     Must have a professional attitude, good work ethic and efficiently pursue attention to detail

Ability to work at any point in the specification and design part of the engineering lifecycle.

-     The candidate should be familiar with report generation and analysis using typical office environment tools such as Word, PowerPoint, Access, and Excel.

-     Knowledge of ITIL and its application.

#LI-MM2

Req ID- 10953

Our values shape everything we do: 

Be Ambitious to succeed   

Be Imaginative to push the boundaries of what’s possible   

Be Inspirational to do groundbreaking work   

Be always learning and listening to understand   

Be Results-focused  to exceed expectations   

Be actively pro-inclusive and anti-racist across our community, clients and creations   
 

OLIVER+, a part of the Brandtech Group, is an equal opportunity employer committed to creating an inclusive working environment where all employees are encouraged to reach their full potential, and individual differences are valued and respected. All applicants shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status, or any other characteristic protected by local laws.   

OLIVER+ has set ambitious environmental goals around sustainability, with science-based emissions reduction targets. Collectively, we work towards our mission, embedding sustainability into every department and through every stage of the project lifecycle.'