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Tech Support Expert

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Job Description

Role OVO-View

Location: London

Team: AskOVO Tech

Salary banding: £30,000 - £35,000

Experience: Mid Level

Working pattern: Full-Time

Reporting to: Jamie Simms -Tech Support Manager

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Team player, collaborative, ownership

Top 3 qualities for this role: Communication, organisational, detailed

In the words of the team, you should leave your current role for this one because….

If you already work for OVO then you know that Plan Zero is at the heart of everything we do, and the only way that this goal is going to be achieved is through the use of innovative technology. So come join the team that keeps the whole of OVO working securely and productively, and will drive our Plan Zero ambition

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home. Due to the nature of this role, we're keen to hear from people who are based in London.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

We’re hiring world-changers. From Zero Carbon Living Advisors to Product Managers, every role we’re hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey.

This role in a nutshell:

We want to help our people, perform at their best, by giving them the best equipment and support applications we can, while sticking to our Zero Carbon commitments.

Your key outcomes will be:

  • Provide first and second-line line support for all tech-related questions
  • Prioritise support questions based on business impact and urgency
  • Administering and supporting key business-critical applications enabling our people to do their jobs
  • Ensure we achieve our Service Levels
  • Actively seeking opportunities to drive process and/or content improvements
  • Work with suppliers to deliver problem resolutions
  • Work with all parts of the Enterprise Security & Platforms team to ensure OVO receive “a best in class” level of support
  • Support the rollout of any Enterprise products to our People
  • Support various audio-visual conference events/meetings
  • Continuously sharing knowledge and standard methodologies within the AskOVOTech team to improve teamwork and service delivery as a team
  • Being the change agent to coach and upskill our colleagues and People Leaders on self-service, using a full suite of digital enablers
  • Maintaining relevant content and policy documents to ensure accuracy and compliance at all times

Within your first 3 months month you’ll:

  • Reach a consistent, daily ticket closure target
  • Achieve high customer satisfaction scores on ticket closures
  • Work with the team on improving your skills and have a development plan implemented
  • Build an onsite relationship with stakeholders

Systems:Google Admin, Google Suite, Microsoft 365, Microsoft Azure, Windows, macOS, Android, iOS, Atlassian Suite, N-Central, Slack

You’ll be a successful Tech Support Expert at OVO if you…

  • High proficiency in Tech processes, policies and standard operating procedures
  • Experience in Tech Support, service management and helpdesk software knowledge
  • Strong written and verbal communication skills and the ability to build working relationships across the OVO Community at different levels.
  • Results-focused approach with the ability to handle opposing priorities and multiple partners
  • Excellent problem-solving skills
  • Excellent attention to detail and an ability to work towards tight deadlines in a fast-paced environment
  • The ability to time manage and prioritise workload effectively
  • Excellent configuration, troubleshooting, analytical and diagnostic skills
  • Full understanding of local area networking and the setup and configuration of end-user devices, such as desktops, printers and other wireless devices
  • Have good knowledge of Google, Microsoft, Contact Centre and CRM applications
  • Able to demonstrate knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment

Let’s talk about what’s in it for you

We’ll pay you between £30,000 and £35,000, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there’s flex pay. It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here’s a taster of what’s on offer:

For starters, you’ll get 34 days of holiday (including bank holidays).

For your healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more
For your wellbeingWith gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more For your lifestyle With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers
For your commute Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you! If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..

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