At a Glance
- Tasks: Provide 2nd line desktop support and troubleshoot issues for users.
- Company: Global IT provider with a strong track record and diverse client base.
- Benefits: Flexible working hours, competitive pay, and opportunities for skill development.
- Other info: Work in various locations around London with excellent career growth potential.
- Why this job: Join a dynamic team and enhance your tech skills while making a real impact.
- Qualifications: 3-5 years in 1st and 2nd level support, with strong customer service skills.
The predicted salary is between 36000 - 60000 £ per year.
Role: Level 2 Desktop Support Engineer (Ad-hoc)
Contract Duration: 6 Months
Location: In and around London
Key responsibilities:
- Provide 2nd Line on-site desktop and application support services to end users
- Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
- Repair hardware and peripheral faults in conjunction with warranty providers
- Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs
- Operate cohesively with the service desk team to maintain service levels
- All work undertaken must be logged via a Service Desk Reporting Tool, and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken.
- Escalate all critical and high-priority incidents to line and senior management
- Report recurring incidents to problem analyst teams and line management
- Proactively contribute to service improvement initiatives
- Provide technical expertise and assistance on project assignments
Behavioural skills required:
- Must have very good customer-facing skills and be well-presented
- Must have an assertive, confident, positive, and professional manner
- Ability to engage and communicate effectively with colleagues and customers alike
- Demonstrates independent and proactive thinking
- Highly organised with the ability to adapt to different working environments seamlessly
- Builds effective relationships both within the team and across the business scope
- Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices
- Must be able to work alone and unsupervised, taking the initiative when necessary
- Has an understanding and respect for service delivery processes.
Technical skills required:
- Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management tool
- Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10
- Excellent support experience with mobile devices, e.g. tablets and smartphones running iOS and Android OS
- Working knowledge of current and legacy hardware platforms
- Strong background in supporting the latest Microsoft Office suite on Windows and Mac platforms with recent support.
- Good Knowledge of TCP/IP and Network configuration at a Desktop OS level
- Enterprise-level support of Active Directory and Exchange for troubleshooting, configuration, and administration activities
- Previous experience in the creation of technical support documentation
- Enterprise support of Microsoft Office 365, desktop, and Admin
- Knowledge of Service Management processes, e.g. ITIL
- Previous experience working in a managed service environment, working to a defined scope and with strict SLAs
- Exposure to Infrastructure technologies – Server, Networks, etc
- Working knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP or MCSE qualified) and related Office applications.
- Basic knowledge of LAN/WAN, TCP/IP Protocol, Citrix, routers, and switches
- Basic experience in Support/administration of Windows servers
- Basic experience with Windows Server and associated architecture/services (Active Directory, Group Policy, server roles, DHCP, DNS, IIS)
- Installation, configuration and troubleshooting of hardware and software.
Experience & Qualifications:
Minimum 3-5 years’ experience in 1st and 2nd level Support, at least 3+ years at level 2
L2 Desktop Support Engineer (Ad-hoc / On-Demand) in City of London employer: Allied Worldwide
As a global provider of IT resources and managed services, we pride ourselves on fostering a dynamic work culture that values our exceptional team members. Located in the UK, we offer competitive benefits, opportunities for professional growth, and a collaborative environment where your contributions directly impact our clients' success. Join us to be part of a company that not only prioritises client needs but also invests in the development and well-being of its employees.
StudySmarter Expert Advice🤫
We think this is how you could land L2 Desktop Support Engineer (Ad-hoc / On-Demand) in City of London
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend local tech meetups or join online forums where you can chat with other IT pros. You never know who might have a lead on your next gig!
✨Tip Number 2
When you land that interview, be ready to showcase your skills! Prepare to discuss specific examples of how you've tackled desktop support issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 3
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
✨Tip Number 4
Check out our website for job openings! We’re always on the lookout for talented individuals like you. Applying directly through us not only shows your interest but also gives you a better chance of standing out from the crowd.
We think you need these skills to ace L2 Desktop Support Engineer (Ad-hoc / On-Demand) in City of London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Level 2 Desktop Support Engineer role. Highlight your relevant experience with Windows OS, mobile devices, and customer support. We want to see how your skills match what we're looking for!
Show Off Your Skills:In your application, don’t just list your technical skills—show us how you've used them in real situations. Share specific examples of troubleshooting incidents or projects you've worked on. This helps us see your problem-solving abilities in action!
Be Professional Yet Approachable:While we love a friendly vibe, remember to keep your application professional. Use clear language and structure your information well. This reflects your communication skills, which are super important for this role!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s easy peasy!
How to prepare for a job interview at Allied Worldwide
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows Desktop Operating Systems, especially Windows 7 and 10. Be ready to discuss your experience with mobile devices and the latest Microsoft Office suite, as well as any troubleshooting you've done in the past.
✨Show Off Your Customer Skills
Since this role requires excellent customer-facing skills, think of examples where you've successfully resolved user issues. Prepare to demonstrate your assertive and professional manner during the interview, as it’s crucial for building effective relationships.
✨Get Familiar with Service Desk Tools
Understand the importance of logging incidents accurately using a Service Desk Reporting Tool. Be prepared to talk about your experience managing tickets through an Incident Management tool and how you ensure service levels are maintained.
✨Be Proactive and Organised
Highlight your ability to work independently and take initiative when necessary. Think of situations where you've contributed to service improvement initiatives or handled high-priority incidents effectively, as this will show your proactive thinking.
