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IT Support Specialist

Location:

Bracknell - Bracknell Forest - United Kingdom

Function:

Information Technology

Ref #:

20210015813
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Description

Provide expert level support for internal UKG employees with a high degree of customer satisfaction, technical knowledge and timeliness
•Serve as point of contact for technical support calls received directly by phone, chat, e-mail or other methods
•Perform a variety of technical analysis and triage techniques
•Act as liaison between users and technical staff to communicate the status of problem resolution to business users; log and track requests for assistance related to IT supported systems
•Participate in the preparation of training material and documentation for IT Support use; conduct periodic inventory maintenance on all equipment, track user problem trends.
•Create and distribute network related information to users, such as new account information and distribution list information; as well as, activating and deactivating user accounts.
• Act as a liaison between Teams when Major Incidents occur and communicate to the business following a prescribed process.
• Work to resolution escalated Incidents from Tier 1 Representatives. Working with other Teams where necessary, and ensuring all information is shared with the Customer.
• Monitor Trends of incoming work to identify larger issues pro-actively. Creating Problem records where necessary, informing the wider team and collating the information.
• Be a technical lead on IT Support projects where necessary
• Become an SME on matters related to your job role.
•All other tasks as assigned.

Qualifications

Technical competence and expert understanding of all flavors of Windows and Apple operating systems.
◦Excellent understanding of IT client infrastructure operations
◦Excellent verbal, written and customer communications skills with technical and non-technical staff and end-users.
◦Excellent follow-up skills to see task through to resolution and communicate problem status to end users such as notification of completion, notification of delay and explaining rationale.
◦Strong analysis, technical, planning, and organizational skills.
◦Solid Knowledge of infrastructure architecture, methodologies and processes.
◦Practical hands on support of all current Microsoft Windows 10
◦All Office versions VPN and remote access clients, RDP protocols, thin clients, Active Sync, All modern browsers, SMS/SCCM and MOM/SCOM.
◦Broad range of network and desktop knowledge including experience in:
◦Desktop: Windows 10, Macintosh OSX,
◦Microsoft Office 2010-2016, Office 365, In-Tune,
◦Cylance Anti-Virus or similar competency with enterprise security tools
◦Enterprise back up and restore features for client operating systems
◦Hardware: Dell, Apple, Microsoft laptops, desktop and tablets
◦Protocols: TCP/IP, Ethernet
◦Technologies: Microsoft, Active Directory. Big Fix, VPN, SalesForce, JAMF
◦Demonstrated knowledge of current & future PC, mobile & tablet computing technology
◦Understanding of ticketing workflow, prioritization matrix, SLA enforcement & incident response
◦Familiarity with Windows Active Directory LAN environments, enterprise network technologies like DHCP, DNS, GPO
◦5-8 or more years in IT technical support role

•Bachelor's degree in Computer Science, Information Systems preferred
•Experience with Service-Now a big plus
•Understanding of ITIL processes preferred & v4 certifications a major plus
•Ability to manage multiple priorities and demands on a daily basis
•Must be able to work with users at all levels of skills and abilities
•Excellent communication (both written and verbal), interpersonal and analytical skills required
•Dell and Microsoft Certifications a plus

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email KronosCareers@kronos.com or please call 1 (978) 250 9800.