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 and enjoy a collaborative environment.
- 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 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 London
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend meetups, tech events, or even online webinars. You never know who might have a lead on your next gig!
✨Tip Number 2
Practice makes perfect! Before any interview, do a mock session with a friend or use online resources. This will help you feel more confident and ready to tackle those tricky questions.
✨Tip Number 3
Show off your skills! If you’ve got a portfolio or examples of your work, bring them along. It’s a great way to demonstrate your expertise and make a lasting impression.
✨Tip Number 4
Don’t forget to follow up! After an interview, shoot a quick thank-you email to express your appreciation. It keeps you on their radar and shows you’re genuinely interested in the role.
We think you need these skills to ace L2 Desktop Support Engineer (Ad-hoc / On-Demand) in 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!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Keep it concise but engaging – we love a good story!
Show Off Your Technical Skills:Don’t forget to showcase your technical expertise in your application. Mention your experience with Active Directory, Microsoft Office, and any relevant certifications. We’re keen on candidates who can hit the ground running!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own channels!
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 Service Skills
Since this role requires excellent customer-facing skills, think of scenarios where you've successfully resolved user issues. Prepare to share how you maintained professionalism and a positive attitude, even under pressure. This will show that you can handle the demands of the job.
✨Familiarise Yourself with Service Desk Tools
Get comfortable with incident management tools and be prepared to discuss how you've used them in previous roles. Highlight your ability to log incidents accurately and keep track of ticket queues, as this is crucial for maintaining service levels.
✨Demonstrate Proactive Problem Solving
Think of examples where you've taken the initiative to improve processes or resolve recurring issues. This shows that you're not just reactive but also proactive in your approach to support, which is highly valued in this role.
