Desktop Support Engineer, West End, London. £35,000
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.
