IT Support Engineer / Technical Support Analyst

Who are we?

The Technology Team plays a fundamental part in the business, providing various services to staff, working very closely with other departments, and are integral to shaping the direction and the role of technology within the firm.

What is the open position?

The IT Support Engineer / Technical Support Analyst position is a fantastic opportunity to join a dynamic team and develop your skills and knowledge. As 1st line support, you will work closely with stakeholders and all staff members. You’ll be responsible for logging, managing, and owning incidents and requests, and proactively monitoring their progress.

Who are we looking for?

A motivated individual with:

• A friendly, helpful, and patient personality.
• Outstanding communication skills.
• Willingness to learn new things every day, research and apply different methods.
• Determination and persistence.
• Unwavering interest in recent technology advancements.
• User experience-first mindset.
• Great organisational skills and who is proactive.
• Experience with: Microsoft 365; Windows and Mac endpoint devices; Android and iPhone mobile devices
• Competency in Microsoft applications: Word, Excel, PowerPoint, Teams, OneDrive, SharePoint, and Outlook
• Fundamental understanding of networking and information security principles.

What will you be doing?

• Being first point of contact for all tech support queries via e-mail, phone or messages.
• Identifying users’ needs and solve problems proactively, by suggesting innovative solutions.
• Help with reported issues and queries.
• Diagnose and resolve technical hardware and software issues.
• Identify and escalate incidents where required.
• Creating and updating documentation and content on internal knowledgebase and our Intranet.
• Participate in planning and implementing continuous improvements to our systems and workflows.
• Build and manage excellent working relationships with other departments and all staff members.
• Manage purchasing of new hardware, software, licenses, and maintain records on their allocation.
• Setting up and maintain AV and conferencing equipment.
• Travel within Zone 1 in London to various company locations

How will we help you succeed?

• Online continuous learning subscription to support your growth and career.
• Mentorship within the team to help with obstacles and learn from them together.
• An environment where teamplay and individuality are equally cherished.
• Opportunities to be directly involved in technical decisions and workflows.
• Exposure to all levels of project implementation.