help desk technician London, England
Job description
The role:
We are looking for an experienced, skilled, trustworthy and reliable second line engineer to provide technology support to one of the world’s largest Asset managers in their City of London office. The role requires on site dedicated support working alongside a centralised service desk, remote support team, regional team and wider adjacent engineering teams.
The successful candidate will be responsible for day-to-day support, upkeep and technology support delivery. They will report to the regional lead and will work as part of a regional and wider global support team.
The successful candidate will provide onsite support during office hours Monday – Friday supporting a mix of office based and remote hybrid workers. The successful candidate will provide out of hours Major Incident response.
The successful candidate will be rewarded with a mixed role that offers exposure to a modern corporate environment, a wide range of cutting-edge technologies and a diverse range of responsibilities.
Required experience:
Knowledge of procurement, device ordering, imaging and deployment
Proven track record supporting a windows environment
Knowledge of AV/Meeting room support
Experience using Service Now
Experience maintaining data centres and IDFs
Experience with change management and assisting with change activity
Proven record of stake holder management
Experience of self-management and proactive ability
Understanding of SLA management and importance of KPIs (same day resolution, CSAT etc)
Understanding of Windows domains/Active Directory
Understanding of Mobile device management
Understanding of networks and network topologies
Experience with root cause analysis
Experience with escalations/Major Incident Management/Off hours on call support
Preferred experience:
Experience using Intune and Autopilot (MDM, Device imaging/Deployment)
Experience using Service Now for ITSM, CMDB
Understanding of IT Service Delivery (ITIL)
Experience with hardware upgrades, refresh activity
Data centre/Engineering exposure
Core Responsibilities:
Day to day desktop BAU support including, but not limited to:
PC/Laptop Support
Printer support
AV/Meeting room support
Conference/Meeting support
PC/Laptop ordering, builds and deployments
Mobile device ordering, deployment and support
Change management support, providing local hands and eye support for remote engineer teams
Out of hours Major Incident support/On call for Major Incidents
Ad hoc project support (Engineering works, electrical maintenance, hardware refresh, office moves etc)
procurement
