2nd Line Onsite IT Support Engineer

4 weeks ago

London, United Kingdom Ultima Full time

2nd Line Onsite IT Support Engineer - 6 month Contract


Location - London - Tower Hamlets (Hybrid - 4 days a week in office)


The IT Support Engineer is responsible for providing first-class IT support to

staff, as well as external users


Key Responsibilities:


  • Responsible for Global IT support to all staff
  • Responsible for daily Service checks
  • Accountable for triage & progressing ITSM tickets including Cyber alerts
  • Accountable for IT access management for all IT endpoints and applications
  • Accountable for support of hardware (laptops, printer, video conferencing devices), including hardware asset management.
  • Responsible for documentation & process maintenance and ensure it remains accurate and current
  • Participate in knowledge management by creating knowledge articles
  • Responsible for adopting and embedding ITIL practices across the ITSM domain
  • Maintaining ITSM process documentation
  • Monitoring & analysing outcomes of security patch deployment as well as routine operational tasks
  • Adherence to ITSM practices across IT Operations
  • Participate in Continual Service improvement initiatives


Position is expected to comply with, and ensure all compliance requirements, always maintain confidentiality, as well as serve as company representative to model, enforce and abide by all company policies


Candidate Profile:


  • Customer-focused mindset to deliver first-class IT Support.
  • Meticulous in reviewing and tracking IT Support requests to ensure efficient and effective management of issues whilst improving the customer experience.
  • Ability to travel to other offices in the UK and Europe will be required.
  • A positive problem-solving attitude with exceptional time management skills.
  • Must be able to manage workload and adapt to rapidly changing priorities.
  • Will need to show ability to work independently and in a collaborative team environment with minimal supervision.
  • Strategic thinker. (Solving for the future)
  • Excellent communication skills (written and verbal)
  • Knowledge / experience in Dynamics / CRM
  • Experience of O365


Qualifications and Experience:


  • Minimum of 3 years’ experience in a 1st /2nd level technical support role (preferably in an Azure/Intune environment)
  • ITIL Foundations qualification (preferably V4)
  • Solid experience of troubleshooting Windows 10/11 and Microsoft 365 suite
  • Experience in SaaS and Cloud collaboration tools and hosting (including Microsoft 365 & Azure)
  • PowerShell scripting experience
  • Strong problem-solving skills
  • Experience in Cyber monitoring and triage techniques
  • Demonstrable experience in maintaining Server and networking appliances
  • Microsoft Sharepoint online
  • Basic knowledge of SQL

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