Location: London (Liverpool Street area)

Office days: Tuesday, Wednesday and Thursday. However, this may slightly change depending on workload and team needs.

Introduction to TM Forum: 
TM Forum is a global alliance of telco and tech companies, leading the industry in defining the building blocks for new operating models, impactful new partnerships, and advanced software platforms. TM Forum helps its members unlock the value of data to create nearly endless opportunities for players across the communications ecosystem. At DTW – Ignite, Accelerate and Collaboration events, TM Forum provides a platform for industry change-makers to share ground-breaking innovation, market developments, product launches and business transformation journeys. We are the only industry body to count the world’s top 10 CSPs and all the key hyperscalers as active, strategic members. With over 800 members, we are on a mission to reinvent the telco industry as a vibrant part of the digital landscape – and a driving force in shaping its future. To find out more, visit: tmforum.org.   

Role Overview

Some flexible hours are needed to accommodate team calls in different time zones. Our people are unique and many of our staff work flexibly in many ways. Please talk to us at the interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.

The IT Support Associate will be part of the Information Technology & Services team, reporting to the IT Support Lead. This role will be joining a small IT operations group that supports approximately 170 staff spread across the world but primarily in Western Europe and the US.

This role will be primarily responsible for supporting staff in Europe and Asia but is not limited to these regions. Support will be done remotely and in person at an office in the London Liverpool Street area. You should be able to commute to this office at least 3 times a week or as needed.

The IT Support Associate will be responsible for the JML (joiners movers and leavers) process, setting up and deploying equipment, accounts creation and equipment collection/retrieval. You will be supporting staff using primarily software-as-a-service and standard applications installed on laptops. You will also be providing website support to our customers, typically account activations, password resets and troubleshooting common issues. You will provide support to staff on requests that relate to the London office, e.g. and not limited to conference room, printers, office equipment and audio-visual setups. You will also assist staff with event setups in the London office and internationally during our annual events.

Job Specification

• Provide technical support to TM Forum staff
• Provide technical support to staff, both remotely and onsite.
• Support Windows and Mac laptops, Android and Apple devices, printers and network troubleshooting.
• Manage user accounts, permissions, and security reviews.
• Troubleshoot and support Office 365, Salesforce, and other SaaS platforms.
• Assist with video conferencing and AV setups for meetings and events, including international travel.
• Work within a support case system to manage and resolve issues effectively, monitor, action, and update customers and cases.
• Setup and deploy equipment to TM Forum staff
• Setup laptops and other devices to be deployed to staff
• Oversee JML (joiners, movers, leavers) processes, including equipment setup, shipping, and collection.
• Maintain an up-to-date inventory of equipment, ensuring stock readiness
• Arrange for end-of-life equipment to be wiped/recycled
• Tier 1/2 website support
• Offer website support to customers, handling account activations, password resets, and general troubleshooting via email and Teams
• Escalate and communicate website and service disruptions to staff/partners
• Additional administration tasks
• Able to perform account and security audits and reviews.
• Requisitions and purchase management
• Role is 3 days in the office between Monday-Friday with some out-of-hours work.

Person Specifications

• 2-5 years in IT help desk or similar roles.
• Comfortable adapting to changing organizational needs.
• Patient and skilled at supporting users with varying levels of technical competence.
• Able to work independently while collaborating with a global team.
• Capable of following processes and thinking on your feet to resolve issues.
• Able to travel to the London office and internationally for team meetings and/or support meetings/events.
  
  Desirable
  Experience with the following is highly desirable:
  
• Salesforce
• Office 365 and Azure
• Atlassian, Jira & Confluence

Join us, and let's shape the future together...  
At TM Forum, you will live our values - Be Ambitious, Be Brave, Be Passionate, Be Inclusive, Be Collaborative, and Always Do the Right Thing.

Diversity & Inclusion at TM Forum:
TM Forum is an Equal Opportunity Employer, committed to diversity and inclusion. We do not discriminate based on race, color, religion, national origin, age, disability, marital status, sexual orientation, or any other characteristic protected by applicable laws.