L2 Desktop Support Engineer

2 weeks ago

London, Greater London, United Kingdom Allied Worldwide Full time
Level 2 Desktop Support

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 27 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.nOur 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, we are proud of each and every one of them. They are exceptional and we are looking for more exceptional people to join us.

Key responsibilities:

  • Provide 2nd Line onsite desktop and application support services to end usersn
  • Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devicesn
  • Repair hardware and peripheral faults in conjunction with warranty providersn
  • Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAsn
  • Operate cohesively with the service desk team to maintain service levelsn
  • 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.n
  • Escalate all critical and high priority incidents to line and senior managementn
  • Report recurring incidents to problem analyst teams and line managementn
  • Proactively contribute to service improvement initiativesn
  • Provide technical expertise and assistance on project assignments

Behavioural skills required:
n
  • Must have very good customer facing skills and be well presentedn
  • Must have an assertive, confident, positive and a professional mannern
  • Ability to engage and communicate effectively with colleagues and customers aliken
  • Demonstrates independent and pro-active thinkingn
  • Highly organised with the ability to adapt to different working environment seamlesslyn
  • Builds effective relationships both within the team and across the business scopen
  • Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practicesn
  • Must be able to work alone and unsupervised, taking the initiative when necessaryn
  • Has an understanding and respect for service delivery processes

Technical skills required:

nExperience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management toolnExcellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10nExcellent support experience with mobile devices e.g.

tablets and smartphones running iOS and Android OSnWorking knowledge of current and legacy hardware platformsnStrong background in supporting latest Microsoft Office suite on Windows and Mac platforms with recent support.nGood Knowledge of TCP/IP and Network configuration at a Desktop OS levelnEnterprise level support of Active Directory and Exchange for troubleshooting, configuration and administration activitiesnPrevious experience in the creation of technical support documentationnEnterprise support of Microsoft Office 365, desktop and AdminnKnowledge of Service Management processes e.g.

ITILnPrevious experience working in a managed service environment working to defined scope and with strict SLAsnExposure to Infrastructure technologies – Server, Networks etcnWorking knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP or MCSE qualified) and related Office applications.nBasic knowledge of LAN/WAN, TCP/IP Protocol, Citrix, routers and switchesnBasic experience of Support/administration of Windows serversnBasic experience with Windows Server and associated architecture/services (Active Directory, Group Policy, server roles, DHCP, DNS, IIS)nInstallation, configuration and troubleshooting of hardware and software.


Experience & Qualifications:
nMinimum 3-5 years' experience in 1st and 2nd level Support, at least 3+ years at level 2

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