About Us (Ensono)

Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.

We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning.

Job Description End User Support Technician

Ensono's mission is to deliver technology solutions that enable our clients to be great at what they do. We're trusted by some of the world's most successful companies because we deliver complete hybrid IT solutions and governance customized to each client's IT journey. Our solutions address clients' current needs and help them to adapt to the ever-changing demands of tomorrow. 

About the role and what you'll be doing:

The End User Support technician will be responsible for provide support for users of computers and software systems. They provide hands-on or remote assistance in computer setups, upgrades, software operation, and maintenance. They also answer on-the-spot inquiries from users. Desktop support engineers may provide general training for applications and hardware as well.  A key element in this role is having in-depth knowledge of computer systems and common issues to promptly address all user concerns. Success in this role is demonstrated by providing clear technical support and swiftly resolving desktop issues.

We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below.  To be considered for this role, it's important that you meet all Required Qualifications.  If you do not meet all the Preferred Qualifications, we still encourage you to apply.

Requirement & Qualifications:

• Bachelor's Degree from an accredited University, preferably in Computer Science or Information Systems, or equivalent experience.
• IT Industry Certifications are a plus (Okta, O365, MCSE.) 
• Desktop support technician specializing in the support of Windows & Apple Mac based systems, related software and peripherals.
• Desktop Support is responsible for supporting the hardware of all desktops & laptops as well as the peripherals that are connected.
• Managing and maintaining ticket SLA’s & driving First Call Resolution.
• OS installation / Configuration / Troubleshooting for all desktops and laptops.
• In addition to the Hardware, there is ownership in application support on those machines.
• Desktop Support is responsible for the phones & network, as well as owning support from the switch port to the desk.
• The support also covers conference rooms for all of the Audio video equipment which includes projectors & video conference equipment.
• First point of contact for laptop/desktop, Printers, mobility devices, In-tune support, Asset management.
• Desktop Support is responsible for testing of Desktop images / Packages as in when new packages are delivered.
• Installing and upgrading Operating Systems and Computer software.
• Troubleshooting Networking and connection issues as and when required.
• Proficient knowledge of antivirus software.
• Good written and verbal communication skills
• Excellent written and verbal communication skills.
• Proficient in computer operating systems such as Mac, Linux, and Windows
• Exceptional time-management and multitasking abilities
• Strong problem-solving and interpersonal skills

Shift Timings: 1:30 PM to 10:30 PM

We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.

At Ensono, our purpose is to be a relentless ally, disrupting the status quo and enabling our clients to Do Great Things. As a trusted technology adviser and managed services provider, we help clients navigate continuous change and embrace innovation.

We deliver world-class transformational services across hybrid cloud, infrastructure, mainframe, data, IdAM, and cloud-native solutions, simplifying complex business challenges and creating new pathways to success. Headquartered in the USA and backed by private equity, Ensono has a strong track record in the UK and Europe, with growth plans built on trusted partnerships and deep industry expertise.

About the role:

Kickstart your career in ICT with a hands-on apprenticeship that combines earning, learning, and real-world experience from day one. This is an exciting opportunity for someone passionate about technology and problem-solving to develop practical skills across IT support, desktop systems, networking, video conferencing, and end-user services within a fast-paced professional environment.

Key responsibilities:

Availability & Incident Management

• Provide timely resolution of hardware and software issues on information systems

• Maintain system operations in accordance with regulatory requirements, with focus on confidentiality and security

• Troubleshoot and resolve day-to-day Windows and Mac computer operations, including print, scanning, authentication (AD and Okta), Intune, SCCM, JAMF, and patching

Capacity, Configuration & Architecture Management

• Develop understanding of Ensono's desktop, laptop, tablet, and operating system environments

• Manage profile version control, application version control, license management, and peripherals

• Document and ensure deployed systems meet all hardware and software standards and configurations

• Contribute to system lifecycle recommendations and funding requests

• Work with End User Experience Team and Operations to maintain end-user computing hardware SLAs

Conference Room & Video Conference Support

• Provide service and support for conference room A/V equipment, including projectors and video conferencing systems

• Set up and support video and presentation equipment for company presentations, forums, and townhall meetings

Telephony & Network Support

• Deliver Level 1 & 2 support for phones and network

• Manage support from switch port to desk, including physical phone hardware

Priority Management

• Manage multiple assignments simultaneously, balancing resources, priorities, deadlines, and time

• Collaborate across multiple disciplines and groups

• Work independently when required

Change & Release Management

• Apply IT production and change management best practices across all Information Systems areas

• Proactively communicate changes to all affected parties within the IT department

• Follow and document strict testing and deployment methodologies

• Assist with image testing, distribution verification, and testing of technical components that impact desktop environments

Disaster Recovery & Business Continuation

• Follow processes and maintain appropriate system operations environments

• Observe and evaluate modern technologies and methodologies

• Develop and maintain testing plans and documentation

QUALIFICATIONS

Required Skills & Experience

• Specialization in Microsoft Windows and Apple macOS systems, related software, and peripherals

• Ability to troubleshoot high-priority issues and interface with users at all levels, including C-level executives, VPs, directors, and global associates

• Strong analytical ability to solve increasingly complex technical and administrative problems

• Hands-on experience with desktops, laptops, tablets, mobile phones, and peripherals

• Proficiency in software installation and Level 1/2 support

• Excellent documentation and business communication skills

• Ability to translate technical problems and solutions into clear business language

• Calm, professional demeanor in all situations

• Capability to work independently and as part of a team

• Ability to collaborate with technical and facilities teams

• Must be available to work on-site at our London office 2-3 days per week

Problem Resolution

• Resolve problems entirely by completing work or coordinating all necessary resources for ultimate resolution and problem management continuity

Education

• English & Math's - Level 4/Grade C GCSE

Technical Knowledge

• Desktop systems administration

• Windows OS and Apple macOS

• System Center, Intune, Azure

• Antivirus and encryption solutions

• Printers, scanners, and peripherals

• Microsoft 365 applications (Word, Excel, Outlook)

• Microsoft Teams (highly desired)

What we can offer you:

We are a people-first business, which means people are at the heart of everything we do here. We offer our associates a safe environment where learning, knowledge sharing, and open communication is encouraged. Whether at one of the internal events, such as socials, competency meet-ups, hackathons or as part of one or more of our global Community Groups, such as Beautiful Brains (for the neurodiverse and curious), HERO (helping to education regarding orientation), E-Vets (Ensono veteran community) and many more we have strived to build a business where everyone feels welcomed, included, and valued

We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.

Title: Senior Systems Engineer

Ensono’s mission is to deliver technology solutions that enable our clients to be great at what they do. We’re trusted by some of the world’s most successful companies because we deliver complete hybrid IT solutions and governance customized to each client’s IT journey. Our solutions address clients’ current needs and help them to adapt with ever-changing demands of tomorrow. 

About the role and what you'll be doing:

The Senior Systems Engineer plays a critical role in creating and maintaining the internal technology architecture. They must possess advanced technical knowledge and expertise in design and implementation to lead technology projects and define the strategic technology direction. Working with business management and IT staff, the Senior Systems Engineer identifies technology alternatives and provides solutions that meet business needs. They provide technical leadership on both small and large projects and possess the ability to understand technical issues, develop recommendations, and gain competency with IT processes. It is essential to note that this position requires being available for an on-call apart from regular working hours as per business requirement.

We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all the Preferred Qualifications, we still encourage you to apply.

Required Qualifications

• Bachelor's Degree from an accredited University, preferably in Computer Science or Information Systems, or equivalent experience 

• IT Industry Certifications are a plus (MCSE, VCP, CCNA, etc…) 

• Minimum 4 - 5 years of related IT Experience managing large enterprise environments, consisting of multiple global forests and complex GPO policies, RDS/Remote Access Administration, Citrix environments.

• Minimum of 4 - 5 years of experience managing Active Directory and Okta or equivalent Identity Management

• Minimum of 4 - 5 years of experience administering Office 365, Azure AD, AWS, Cloud and other Identity Managements solutions.

• Minimum 5 years of experience working with, and authoring scripts (preferred MS Powershell) focused on streamlining system administration, auditing, and reporting functions surrounding Microsoft Azure, Office 365, Active Directory, and Microsoft Exchange.

• Experience as technical lead in field of expertise 

• Experience implementing best-practice processes and procedures including ITIL 

• Experience leading small & large projects that require interaction with the business 

• Experience in environments with formal project management methodologies and practices 

Preferred Qualifications

Communications: 

• Document solutions, systems, and procedures 

• Consistently leads knowledge transfer efforts to other team members

• Identify and suggest process and/or procedure improvements 

• Deliver data insights in a format optimized for leadership decision-making

•  

• Delivers communication and measurable goals for assigned projects 

• Works effectively as an individual and as part of a team 

Issues Management and Resolution: 

·        Troubleshoot complex system, application, and hardware issues

·        Use external information to research and resolve issues when needed

·        Strong knowledge with regards to local policies, rights, and standards as well as having a solid grasp on how they come into play in the environment

·        Ability to manage multiple issues, priorities, and goals

·        Engages with external vendors to resolve issues as needed

·        Develop IT strategies to improve system management and response rate

 Administration: 

• Perform routine system maintenance in compliance with security standards.

• Tracking of configuration items

• Design, build and configure new hardware/software 

• Document and maintain security standards of various environments

• Perform installation and configuration of software including operating system, patches, and 3rd party products. 

Project Management: 

·        Drive completion of quality project deliverables, within time and budget 

·        Deliver projects for both IT and directly for the business 

·        Ensure quality control on all projects within area of responsibility