Job Overview:
This is a hands-on role that will require technical expertise working closely with EIT teams to solve and resolve end issues focusing on first line fix. Have high levels of customer service and quality, focusing on exceptional end user experience taking full ownership of issues.
Responsibilities:
- Act as the first point of contact for all tickets through Service now portal, chat and phone.
- Take full ownership of issues reported, being able to build relationships across EIT teams and raise more complex issues for resolution while keeping end to end ownership towards the end user.
- Provide meaningful updates for unresolved issues keeping end users updated during ticket lifecycle – end to end ticket ownership.
- To make effective use of the EIT Knowledge base and contribute to it with new information, known errors, workarounds, fixes and recommend KT changes when applicable via the Knowledge Management function.
- Work on a shift pattern, on a 24/7/365 operating model, while being able to work independently and flexibly in response to emergencies or critical issues.
Required Skills and Experience:
- Experience with ServiceNow and in depth knowledge of ITSM processes.
- Previous experience (at least 3 years) working in technical Service Desk.
- Excellent English written and verbal communication skills.
- Experience of working effectively within collaborative teams, with a global spread, ideally in a technology-based business environment. You can work independently as well as part of a team.
- Network: DHCP, DNS, TCP/IP. Understands WAN, LAN principles determining the correct impact for issues reported.
- Virtualization and Storage infrastructure, High Performance computing and Cloud services.
- Lenovo and Apple Hardware Support (laptop and desktop remote fix capability).
- Understanding of UAM across on Prem and Azure AD, including fault finding and access issues.
- Working with an Identity management platform for user life cycle management, ideally Microsoft Identity Manager.
- Experience supporting Windows (10 and 11) remotely and preferably one of Mac OS or Linux (Ubuntu).
- End user support of Microsoft Office 365 applications and administration and collaboration tools including MS Teams and Slack.
- Mobile devices – Android and iOS – enrolling in Intune MDM as well as end user support.
- Understanding of common security tooling including how to identify end user issues.
- Network and local printers troubleshooting (also MFP’s) such as HP and Konica.
- Zoom Meeting and Zoom webinar end user support (from both end user device and meeting room perspective)!
- Experience with SaaS tools Github, Jira, and Confluence.
“Nice To Have” Skills and Experience:
- ITIL V3 or V4 foundation qualification!
In Return:
#LI-LK2
Accommodations at Arm
At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.
Hybrid Working at Arm
Arm’s approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.
Equal Opportunities at Arm
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.