IT Support Associate 

Location:  London, UK   

About TM Forum   
TM Forum is a global association of over 850-member companies that generate US $2 trillion in revenue and serve five billion customers across 180 countries. We drive collaboration and collective problem-solving to maximize the business success of communication and digital service providers and their ecosystem of suppliers around the world. Today, our focus is on supporting members as they navigate their unique digital transformation journeys, providing practical and proven assets and tools to accelerate execution and platforms to facilitate collaborative problem solving and innovation. You can learn more at www.tmforum.org.       

Our vision is to drive the next wave of digital business growth – the digitization of every industry – by providing a common innovation platform to connect businesses, industries, and ecosystems. We do this in a highly practical and agile way through collaboration programs and communities which lead to rapid prototypes – ranging from digital business models to interconnectivity APIs – that have real world commercial applications. Complementing our collaboration programs, the Forum provides thought-provoking digital business research and publications, industry best practices and standards along with training programs to accelerate adoption, and events and workshops which connect top business & IT leaders to learn, network, and develop meaningful partnerships.    

Diversity & Inclusion at TM Forum   

TM Forum is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws.      

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.   

Role Overview  

Hours: 9am – 5pm GMT 
Location: London (Liverpool Street) 
Office days: Tuesday, Wednesday and Thursday. However, this may slightly change depending on workload and team needs. 

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 150 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 role 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 system, account and security audits and reviews. 
• Requisitions and purchase management  
• Role is 3 days in office between Monday-Friday with some out-of-hours work.  

Person Specification   

• 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. 
• Proven ability to work in a busy environment and meet deadlines 
• Able to travel to the London office and internationally for team meetings and/or support meetings/events. 

Must have 

Experience with the following:  

• Salesforce administration 
• Office 365 and Azure 
• Atlassian – Jira, Confluence, (Crowd is a plus) 
• RMM and MDM tools   

Desirable 

• Experience supporting both onsite, remote staff as well as external clients 
• Experience with Wordpress or website management and support 
• Atlassian – Jira, Confluence, (Crowd is a plus)