Desktop Support Engineer - 2nd Line - FS Asset Manager

4 days left

Location
England, London, City of London
Salary
£30,000 - £35,000 per annum
Posted
06 Jul 2018
Closes
20 Jul 2018
Ref
13935178/001
Contact
Luke Pulsford
Position/Level
Consultant
Contract Type
Permanent
Language
English

Desktop Support Engineer - 2nd Line - FS Asset Manager

  • Provide 1st /2nd systems and application level phone/email support to users
  • Analyze problems, answer questions and provide training about the software
  • Undertake daily maintenance tasks relating to the IT Infrastructure
  • Identify, test, and identify workarounds for reported issues
  • Provide regular updates to customers on open support issues
  • Assist in editing of training materials, manuals and the knowledge base

Client Details

Asset Manager

Description

Desktop Support Engineer - 2nd Line - FS Asset Manager:

  • Provide 1st /2nd systems and application level phone/email support to users
  • Analyze problems, answer questions and provide training about the software
  • Undertake daily maintenance tasks relating to the IT Infrastructure
  • Identify, test, and identify workarounds for reported issues
  • Provide regular updates to customers on open support issues
  • Assist in editing of training materials, manuals and the knowledge base

Profile:

  • A positive customer focused attitude.
  • Engages with the user to resolve Incidents within published processes and SLAs.
  • Service excellence as a core value.
  • Working to and improve response times of SLAs
  • Visible and approachable on-site support of user population
  • Working within & identifying improvements to departmental processes and procedures
  • Strong software and hardware troubleshooting knowledge of PCs, laptops, Citrix, printers, mobile devices & telecoms/voice
  • Escalation of issues as appropriate
  • Ability to communicate in business language with all company personnel at all levels
  • Low scale Project management skills
  • Ability to identify technical solutions to achieve business outcomes
  • In-house production application support tasks
  • Problem & Trend Analysis and escalation
  • Ensure that all support calls are accurately logged, updated and closed on resolution in the call logging system
  • Take responsibility for performing additional duties as required
  • Must have significant experience in a customer services role; providing both IT helpdesk and applications support services
  • Specific experience should include ITIL based incident and service request processes
  • Windows Desktop and Laptop PCs
  • Windows 7, 8.1 & 10
  • WDS (Windows Deployment Services)
  • WSUS
  • MS Office - current versions
  • MS SharePoint support & administration
  • Active Directory (User/Computer Account management)
  • Citrix - user/application management
  • Windows RDP (Terminal Server)
  • Working knowledge of DNS, DHCP, TCPIP
  • Video Conferencing systems
  • IT Security essentials
  • Microsoft Certification (MCDST) or equivalent
  • Certified to ITIL v3 Foundation Level

Desirable:

  • Windows Server - 2008, 2012 & 2016
  • Microsoft SCCM

Job Offer

  • Excellent work life balance
  • Discretionary Annual Bonus
  • Pension - Group Stakeholder Pension Plan provided by Friends Life; 5.3% employee and 10% employer contribution
  • Life assurance - 4 times annual salary
  • Private Medical Insurance
  • Annual Leave - minimum of 25 days as standard with the opportunity to buy up to 5 days' additional annual leave every March
  • Plus further benefits including competitive family friendly offering , information available upon request

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