Desktop Support Engineer. in West End

We are now looking for an IT Support Engineer. The role requires a reliable, confident and proactive person who also understands the importance of confidentiality and discretion. This role supports the end user IT and telecommunications needs of the London based staff across the 3 sites in London. You will be responsible for the day-to-day support of a current population of around 100 IT users, associated applications, and liaison with IT vendors and other IT functions who provide services for the London teams.

Job Description

• Risk analysis and DR planning and procedures with regards to the businesses you support.
• Perform basic troubleshooting and diagnosis for issues using technical resources and monitoring tools available.
• Take ownership to investigate and troubleshoot issues, including tracing root causes, fixes and prevent a reoccurrence.
• Produce new and maintenance of existing documentation.
• Proactive housekeeping procedures.
• Respond to outages and other service-related activities.
• Ability to run a major incident process including tasking colleagues and notification for the 3 sites you are responsible for.
• Maintain a high degree of industry exposure and education in an effort to keep abreast of current technology and applications.
• Monitor and report KPI’s to your direct reports.
• Other duties as assigned.

Key Responsibilities

• Provisioning of new users with agreed IT and telecommunications equipment.
• Creation of both Active Directory and email accounts.
• Build robust processes for maintaining a secure environment by use of patch management tools.
• End user software/application support and troubleshooting, this includes but is not restricted to client operating systems, Microsoft Office products, banking applications, Intranet and other 3rd party software.
• Network support and troubleshooting, including cabling, switches and WAN connectivity.
• Backup and restore strategy inclusive of annual testing.
• Desktop and laptop hardware refresh program.
• To ensure that the London offices maintain effective IT systems with minimum downtime and disruption.
• Introduce an IT Service Desk to the London offices.
• Provide knowledge and training to end users of internal IT systems.
• Participate, in conjunction with the wider division IT Management, the IT strategy for business improvements and continuity.
• Manage and maintain the usage and distribution of the mobile phone equipment and liaise with the network provider for connectivity issues.
• Manage the vendor providing VoiP telephone services.
• Manage the vendor providing printer and photocopier usage and maintenance.
• Support and participate in the business remaining GDPR compliant.
• Provision of secure shared folders.

Experience Required

• Experience of Microsoft products.
• General IT support with an appreciation of end to end process and infrastructure involved in a company using enterprise IT.
• Exposure to an IT service desk or IT support team with demonstrable and successful outcomes.
• Experience of IT service management and support.
• Troubleshooting of back office infrastructure such as Active Directory and Email (exchange, O365).
• Ability to plan and manage software upgrades and migrations from older platforms.
• Ability to assist in ensuring all IT related legislation and licensing laws are adhered to.
• Ability to assess and evaluate new products that may be of use or enhance the business systems.
• Ability to provide input to accounting function for budgeting and actuals reporting.
• Third party supplier management and monitoring of services delivered.
• Must demonstrate accountability, sound decision making, priority setting and analytical thoroughness.
• Problem Solving and Analysis.
• Customer focused, business priority driven.
• Maintains policies, procedures and standards.
• Strong & confident communicator, both verbally and in written format.
• Ability to focus on deadlines and deliverables.
• Demonstrable mix of skills, including technical ability with a high level of innovative thinking.
• Familiar with IT system auditing and accountability.
• Comprehensive knowledge of information systems technology, including network and telecommunications, security, and IT best practices (ITIL).

Minimum Qualifications and Experience

• Recognised professional I.T. qualifications or relevant Information Technology or related subject / experience.
• ITIL Qualified – desirable.