IT Support Specialist

over 2 years ago
Full time role
London, England, GB... more
London, England, GB... more

Company

OVO Energy is an independent energy technology company and supplier. The company was launched in 2009. OVO Energy is set ...

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Job Description

The OVO Group’s mission is to drive progress towards net zero carbon living. To reach zero, we need everyone to come together. Not as customers buying energy, but as members with a common goal. 

The climate crisis is humanity's greatest challenge and the OVO Group organisations are all working together to lower our collective carbon emissions to zero. Would you be interested in joining us to help achieve this?

Where in the world of OVO will I be working?

You will be working in the Enterprise IT team, supporting all of OVO, as it continues to grow and mature as a company. Our IT Support Specialists are the users first point of contact and are responsible for the training, enablement and success of our user community. You will be responsible for driving best practice, product adoption, triaging support issues and becoming advocates for future product enhancements for our users.

What will I be doing?

The Enterprise IT department is a key pillar that supports the OVO community and users on our company mission on a daily basis. Working within the Tech support team includes some of the key responsibilities.

Key responsibilities include:

  • Provide 1st & 2nd line support for all IT related issues during OVO’s support hours
  • Prioritise support tickets based on business impact and urgency, making full use of the team’s support portal
  • Administering and supporting key business critical applications adhering to OVO’s new starter and leaver process and IT Information Security Policy
  • Work towards operational Service Levels ensuring response and resolution times meet Service Standards set by OVO Energy
  • Proactive identification of recurring faults, and ensuring a complete resolution is put in place to prevent further incidents, following the Problem management process
  • Follow IT support processes; Incident, Problem, Change and Configuration management; logging tickets correctly, meeting agreed SLAs and ensuring an exceptional level of support is provided
  • Manage OVO’s IT assets and be responsible for purchase, configuration and audit
  • Work with suppliers to deliver problem resolutions in line with agreed plan and priority
  • Work with all parts of the Enterprise Tech team to ensure OVO receive “a best in class” level of support
  • Support the rollout of any Enterprise products to the user community
  • Support various audio visual conference events/meetings

Is this the job for me?

  • Experience of working as an IT Support Specialist within a dynamic environment
  • Service Management/Helpdesk software knowledge
  • The ability to time manage and prioritise workload effectively
  • Excellent configuration/troubleshooting, analytical and diagnostic skills
  • Demonstrated ability to learn quickly and work both collaboratively in a team environment as well as independently in an effective and organized manner, within a complex and challenging environment
  • Understanding of technical interdependencies between the "end user" device and the underpinning infrastructure
  • Full understanding of local area networking and the setup and configuration of end user devices, such as desktops, printers, wireless access points and other wireless devices
  • Good knowledge of Google, Microsoft, Contact Centre and CRM applications
  • Demonstrated knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment
  • Experience with IP Telephony/VOIP services
  • Proactive, well-organised, and strong attention to detail
  • Motivated and enthusiastic individual

OVO believes in fueling human progress with clean and abundant energy for all. We were set up to always find a better way and challenge the status quo.

Diverse teams are the best teams

We’re keen to meet people with varied backgrounds: the more inclusive we are the better our work will be. We want to build a team which represents a variety of backgrounds, perspectives, and skills, and we decide employment on the basis of merit and potential.

We understand some people may not apply to jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you.

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