Senior Desktop Engineer

The Senior Desktop Engineer delivers all IT Support and Service capabilities for all UK&I users, both onsite and virtually. Reporting directly to the Head of IT, the scope of this role includes ensuring the execution of IT support and operating standards that are required to support the business.

The role will require hands on experience with Microsoft Operating Systems and Applications (AD, Group Policies, Exchange, SharePoint, SQL), server and laptop hardware, virtualisation, desktop management, backup and recovery, networking and voice and data communications as well as troubleshooting for core business applications. Focus will be placed on internal customer facing technology systems, projects, and metrics, enabling our user base within UK&I to work effectively.

In addition, this role will act as a communication interface between the Business representatives and the IT teams in Germany to resolve issues with centrally provided systems. The aim will be for this role to become part of a global virtual support structure., Support and Service Delivery:

• The position will require an engineer capable of building key relationships with end users, including VIP/Executives/Senior Management and their support staff

• Troubleshooting of IT incidents

• Providing 1st through to 3rd line support

• Responsible for new hire IT inductions

• Ensure high-level of availability of IT Services for all UK&I users

• Build strong partnerships within and external to the immediate team

• Ensure the maintenance and transfer of knowledge of IT systems in scope for UK&I

• Document and maintain the services along with colleagues within the team and colleagues in Germany

• Propose and implement new services that can improve user experience

• Work closely with the Head of IT and Home Office to inform them of service disruption and the road to recovery

• Conduct training session to promote new services and maintain a high-level of knowledge of business systems

• Excellent verbal and written communications skills, including the ability to explain technical terms to non-technical users

• Provide end-user awareness and training Mentor junior members of staff and act as their escalation point

Incident and Request Management:

• Provide support for all incidents and service requests for all IT systems/services

• Providing support in person, over the phone and using MS Teams

• Ensure that incidents and requests are resolved in a timely manner

• End to end ownership of all IT incidents and requests with responsibility for all communication and the technical resolution along with knowledge transfer to the Global Service Desk

• Follow the escalation process to Germany where required to ensure a consistent and professional IT support service is offered

• Manage all user administration tasks such as joiners, movers, and leavers

Operations Management:

• Deskside Asset management, support of Desktop PC’s, Laptops, printers, and local hardware devices

• Hardware/software procurement

• Remote support for all UK & Ireland based colleagues iPhone and iPad mobile device management and support

• Manage and maintain IT Build room

Change and Configuration Management:

• Follow the change management process to ensure changes to the

• Desktop infrastructure follows the agreed process and do not cause unplanned outages

• Work on assigned tasks associated with the Change process

• Manage and maintain the accuracy of the Desktop infrastructure components held in the Configuration Management Database by following the agreed configuration management process

Project Management:

• As a Deskside Support Engineer, you may be involved in project work from inception through to transition to "business as usual" as the point of contact for the Deskside support team

• Participate as a project resource as and when required to provide Deskside support input

• Experience providing Level 2 – Level 3 support

• Hands on Active Directory experience, ie, group policy objects

• Microsoft Windows 10 environment

• O365 (MS Office, SharePoint, MS Teams, Edge)

• Knowledge of IT Infrastructures (DNS, DHCP)

• Hyper-V remote access

• IBM hardware support

• Knowledge on iPhones/iPads

• General knowledge of digital solutions

• ITIL Foundation and knowledge of Project Management practices

Desirable:

• Azure admin or Exchange admin

• MS Server Admin and support

• VEAM backup software support

• Power BI scripting

• SQL server support and maintenance

• ServiceNow highly desirable but not essential, * ITIL

• SQL

• insurance

• 2nd line support

• Azure

• desktop engineer