Level III - Service Desk Technician

Level III – Service Desk Technician

Department: IT

Employment Type: Full Time

Location: London, UK

Description

Oxford Economics – a leading economic forecasting and consulting firm, is looking to hire a Level III Service Desk Technician.

As a Level III Service Desk Technician, you will play a vital role in planning, organising and supporting the global infrastructure. This multifaceted role combines strategic advice, internal and external customer relationship management, project work and ‘hands-on’ deskside IT support. This role provides an exciting opportunity to develop the organisation’s systems while broadening your knowledge of new technology and trends. The successful candidate will be self-motivated, proactive and continuously delivers to a high standard.

Key Responsibilities

Support

• Provide day-to-day mentorship and oversight to 1st and 2nd line team members in the London office, guiding daily activities.
• Assist with the evaluation and implementation of new technology.
• Assist in providing level 1 support when volumes are high.
• Act as second/third line escalation, performing post-resolution knowledge transfer with colleagues.
• Escalate incidents with accurate documentation to suitable analysis, developer or vendor, when required.
• Continuously monitor and action support tickets from internal and external customers, manage expectations, and provide a satisfactory resolution.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Reinforce SLAs to manage end-user expectations.
• Perform preventative maintenance, including checking and cleaning of servers, monthly patching and environmental checks.
• Test network performance, provide reports and recommendations based on the results.
• Maintain strong relationships with senior leaders and third-party suppliers.
• Assist the Data Protection Officer and IT Support Manager in maintaining quality assurance and data protection.
• Support Business Continuity Plans with well-architected disaster recovery solutions that meet agreed RPO and RTO times.
• You may, on occasion, be required to travel to our other offices within the European Region to provide on-site support when necessary.

Projects

• Assist with the execution of the IT roadmap working with the IT Operations Manager and Head of IT.
• Design and implement short and long-term plans to ensure cloud infrastructure capacity meets existing and future requirements.
• Conduct research and make recommendations on products, services, protocols, and standards in support of all infrastructure procurement and development efforts.
• Assist with the planning and deployment of infrastructure and cloud security measures.
• Develop, implement, and maintain policies, procedures, and associated training plans for cloud administration.
• Ensure services conform to the agreed compliance requirements set forth by current and planned accreditations and client requirements.
• Seek opportunities to continuously optimise systems and processes, using stakeholder feedback, taking account of technological improvements and new design patterns with cloud technologies.

Key Working Relationships

Internal:

• Economists / Business Analysts
• Information Technology / Infrastructure Architects
• CIO / Head of IT
• Marketing & Business Development

External:

• As Required

Skills, Knowledge & Expertise

Required:

• 6+ years of experience in IT Support and Operations.
• Excellent communication skills. You will have a natural ability to build rapport with stakeholders at all levels to influence decisions.
• Proven experience in IT infrastructure, Cloud and Security systems planning and development following best practices and information security.
• Significant experience with Microsoft Azure, Intune, PIM and storage accounts.
• Experience in evaluation and decision making.
• Working technical knowledge of current protocols, operating systems, and standards, including TCP/IP, OSI model, Microsoft Windows 11, Microsoft Windows 2016 onwards.
• Good project management skills and solid experience of working with IT departments on technical development projects.
• Extensive knowledge of Active Directory and related components, including but not limited to, Users and Computer, Group Policy, DNS, DHCP.
• Advanced knowledge of supporting Microsoft Office365 and Office suite.
• Ability to monitor and manage hardware and software assets for compliance.
• A significant track record of identifying and implementing improvements to data management systems and procedures.
• Proven experience in the planning and implementation of information security best practices.
• Ability to specify, procure and manage external technical services, to augment and/or deliver key aspects of the IT Support and Infrastructure.

Desired:

• Degree in Computer Science, Information Systems or equivalent Industry based Qualifications.
• Industry based Qualifications, MCSE, MCP, MCT, CCNA.
• Advanced Microsoft Azure and Amazon Web Services accreditations.
• Technical knowledge of data management and backup strategies.
• Knowledge of data compliance and security, and experience in advancing related organisational knowledge and practice.
• Strong technical knowledge of VoIP telephony systems.
• Detailed knowledge and experience of data best practice, data protection and legal requirements.
• Experience in evaluating and procuring technical 3rd party services.
• Previous experience in planning and delivering IT change programmes.

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