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For Companies 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: Competitive pay, flexible working, and opportunities for professional growth.
- Why this job: Join a dynamic team and make a real difference in IT support.
- Qualifications: Experience in desktop support and excellent customer service skills.
- Other info: Work in a collaborative environment with great career advancement potential.
The predicted salary is between 30000 - 42000 £ per year.
About us
We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries. Over the last 33 years, we have delivered millions of pounds in cost savings to our clients. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents. Our clients and our talented people have always guided our basic strategy and direction; so much so that we named the company after our most basic principles. We are, and always will be, allied to our client's needs and objectives. Our team is at the heart of our business, and we are proud of each one of them. They are exceptional, and we are looking for more exceptional people to join us.
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.
L2 Desktop Support Engineer (Ad-hoc / On-Demand) employer: Allied Worldwide
Contact Detail:
Allied Worldwide Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land L2 Desktop Support Engineer (Ad-hoc / On-Demand)
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend meetups, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that L2 Desktop Support Engineer gig.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss your experience with Windows OS, mobile devices, and troubleshooting. Share specific examples of how you've resolved issues in the past to demonstrate your expertise.
✨Tip Number 3
Don’t just wait for job openings to pop up. Be proactive and reach out to companies you admire, like us at StudySmarter. Express your interest in working with them and highlight how your skills align with their needs. You never know what opportunities might arise!
✨Tip Number 4
Prepare for interviews by brushing up on common technical questions related to desktop support and ITIL processes. Practice explaining your thought process when troubleshooting issues. This will help you stand out as a confident and knowledgeable candidate.
We think you need these skills to ace L2 Desktop Support Engineer (Ad-hoc / On-Demand)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the L2 Desktop Support Engineer role. Highlight your experience with Windows OS, mobile devices, and any relevant IT support roles. We want to see how your skills match what we're looking for!
Show Off Your Customer Skills: Since this role involves a lot of customer interaction, don’t forget to showcase your customer-facing skills in your application. Share examples of how you've successfully resolved issues and built relationships with users.
Be Clear and Concise: When writing your cover letter or application, keep it clear and concise. We appreciate straightforward communication, so get to the point while still showing your enthusiasm for the role!
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets to the right people!
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 how you've tackled issues in the past. The more specific examples you can provide, the better!
✨Show Off Your Customer Skills
Since this role is all about providing top-notch support, be prepared to demonstrate your customer-facing skills. Think of scenarios where you’ve successfully resolved user issues and how you maintained a positive attitude throughout. This will show that you can handle pressure while keeping clients happy.
✨Get Familiar with Service Desk Tools
Familiarise yourself with incident management tools and service desk processes. Be ready to explain how you’ve used these tools in previous roles to manage tickets and improve service delivery. Highlighting your understanding of ITIL practices will definitely give you an edge.
✨Be Proactive and Problem-Solving
During the interview, showcase your ability to think independently and proactively. Share examples of how you’ve taken the initiative to resolve recurring incidents or contributed to service improvement initiatives. This will demonstrate that you’re not just a follower but a valuable team player.