Support Analyst

Join UTA, a leading global talent and entertainment agency, as a Support Analyst in our London office. In this role, you will provide support for on-site AV systems, field incoming help requests from end users, and document the problem-solving process. The ideal candidate will have a strong desire to learn, exceptional problem-solving skills, and experience supporting systems and users both in person and through remote technologies.

Basic printer and telephone troubleshooting

Responsibilities

• Provide support for on-site AV systems, including Zoom Rooms and conference room setup.
• Field incoming help requests from end users via telephone and e-mail, and support users with technical issues.
• Document all pertinent end user identification information, record, track, and document the help desk request problem-solving process.
• Proven troubleshooting methodology and a desire to solve challenges
• Understanding of how to deliver quality service while adhering to service level agreements (SLAs)
• A strong desire to learn from our existing engineering team while being self-motivated to deliver exemplary service and find timely solutions to the problems we need to solve for our customers

Requirements

• Our ideal candidate will have a desire to learn and expand their technical knowledge through working with our customers and our senior technical resources. The successful candidate will enjoy and have experience supporting systems and users both in person and through remote technologies
• Strong organizational and communication skills are required
• Familiarity with working from a ticketing system as part of a larger team
• Exceptional problem-solving skills
• Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 11, MacOS, and Microsoft Office 365

Working knowledge of antivirus, backups, and virtualization

• 2+ years of IT experience, preferably in a technical field (industry certifications a plus)
• Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box and video conferencing (Teams & Zoom)
• Must be organized, dependable and detail-oriented

Must have excellent verbal and written communication skills

• Basic understanding of networking principles (IP addressing, subnets, routing, switching)
• Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs
• Must be knowledgeable, inquisitive, assertive and energetic
• Must be able to meet deadlines and SLAs in a fast-paced, agile environment