jobapplier

Senior Global Service Desk Analyst

Rimes Technologies

Responsibilities

BAU – Escalation Handling

  • Handle escalations from L1 and L2 as the senior technical escalation point
  • User provisioning/de-provisioning and advanced access management (on/off-boarding, account amendments)
  • Handle SFTP client connection issues and requests

Advanced Troubleshooting

  • Expert-level troubleshooting across OS, M365, networking, and endpoint security
  • Device/application installation & troubleshooting (O365 Enterprise, Teams, VPN/WARP, printing, A/V conferencing)
  • Interpret logs, dashboards, and monitoring tools to isolate root causes
  • Lead incident ownership for high-severity or complex cases

Desk-Side & Office IT Support

  • Provide hands-on desk-side and in-person support to office users where required (escalated or complex cases): laptops, desktops, peripherals and meeting room equipment
  • Support joiner, mover and leaver activity and equipment refreshes, including device build, hand-out and collection
  • Maintain meeting room and A/V conferencing equipment in working order

Network & Connectivity (Meraki)

  • Own, administer and maintain office LAN and Wi-Fi using the Meraki platform (switching, wireless, dashboard)
  • Lead troubleshooting of connectivity issues (VLANs, DHCP, DNS, wireless) and isolate local vs. upstream causes
  • Liaise with ISPs on local bandwidth, faults and circuit changes
  • Escalate to Infrastructure & SRE with full diagnostics for deeper network or firewall issues
  • Plan and implement office network improvements (e.g., VLAN design, Wi-Fi coverage and capacity, switch and access point refreshes)

Printers & Peripherals

  • Manage printers and MFDs, including supplies, configuration and driver/queue support
  • Own vendor liaison and break/fix for printers and MFDs
  • Office Movements & Site Management
  • Lead the planning and delivery of office moves, new site setups and decommissions (devices, network, peripherals, A/V)
  • Coordinate with facilities, vendors, ISPs and Infrastructure teams
  • Follow established change management processes for site and network changes
  • End-Point and Patching Management
  • Endpoint provisioning via Autopilot, Intune, and PDQ
  • Application packaging and patching (e.g., Patch My PC)
  • Monitoring
  • Production Server Alert monitoring
  • Foundry High-Severity Alert monitoring
  • Monitor office network and connectivity alerts (e.g., Meraki dashboard, Datadog) and escalate per runbook

Hardware Asset Management

  • Receive hardware from procurement/vendors; validate completeness (model, serial, quantity, accessories)
  • Tag assets and ensure correct unique identifiers (serial number, asset tag)
  • Create/verify asset records in CMDB (ownership, location, cost center, warranty)

Perform initial readiness checks (boot test, battery/charger)

  • Act as L3 escalation for hardware tickets (repeated failure, degradation, incorrect assignment)
  • Troubleshoot: hardware defect vs. configuration vs. usage-related cause
  • Software Asset Management
  • Validate software requests (title/version, justification, approvals)

Fulfill approved requests using standard deployment tools

  • Ensure license availability before deployment; record assignments in SAM system
  • Assign and reclaim licenses from leavers, inactive users, and unused software
  • Projects & Continuous Improvement
  • Lead and execute GSD sprint projects
  • Drive automation and continuous improvement initiatives

Requirements

Demonstrated experience with Windows OS and macOS troubleshooting

  • Hands-on experience administering Meraki (switching, wireless and the dashboard)
  • Strong LAN fundamentals and advanced network troubleshooting (VLANs, DHCP, DNS, wireless)
  • Experience supporting printers and peripherals in a corporate environment
  • Basic to advanced knowledge of SFTP/FTP file transfer — client configuration, key and credential management, and troubleshooting connection and transfer failures
  • Strong communication and customer service skills, written and verbal, including incident documentation

Preferred

  • PowerShell scripting for automation and diagnostics

Experience with Intune/SCCM and endpoint management tooling

  • Familiarity with Autopilot, Patch-My-PC, PDQ, or similar provisioning tools
  • Exposure to Confluence, knowledge base management, or technical writing
  • Awareness of SOC2 compliance and IT security governance principles

Experience managing office moves or site openings

  • Familiarity with monitoring tools (e.g., Datadog) and firewall basics
  • Experience working in a multi-site team across time zones
  • Knowledge of or exposure to AI tools in an IT support context (AI assistants, Copilot, AI-assisted triage, ticket summarization, and knowledge base authoring)

Qualifications and Required Experience

  • Bachelor's degree in Information Technology, Computer Science, or a related course (or equivalent practical experience)
  • 5+ years of experience in an IT support role (service desk, desktop/desk-side support, end-user or office support, or similar), including office network support
  • Hands-on experience with M365 administration (Exchange, Teams, SharePoint, Intune, Entra ID)
  • Solid experience of on-prem and/or Azure environments (e.g., AD/Entra, Microsoft 365, VPN)
  • Experience with Jira ITSM or equivalent ticketing platform (e.g., Ivanti), with good ticket discipline
  • Working knowledge of Jira Service Management (JSM) — queues, request types, SLAs, workflows, and automation rules
  • Ability to work independently, lead complex incidents and escalate when required
  • Can do 3x RTO - Hybrid, EMEA Working Schedule
  • Preferred Certifications

ITIL Foundation (v3 or v4)

  • Microsoft 365 Fundamentals (MS-900) or M365 Endpoint Administrator (MD-102)
  • Azure Fundamentals (AZ-900)

CompTIA A+ or equivalent hardware certification

CompTIA Network+ or CCNA (desirable); Cisco Meraki certification (e.g., CMNO) also valued

Desirable Skills

Only selected candidates will be contacted for interviews. We appreciate your understanding. Thank you for considering a career with us.

Rimes is committed to promote the values of diversity and inclusion throughout the business. Whether it’s through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.

Visit our

Careers page to see our complete listings.