Deskside Support Engineer

2 weeks ago

United Kingdom ANB Limited Full time

Please only apply if you already have the "Right to Work" in the UK, my client is not offering sponsorship.

The role is hybrid, 2-3 days per week in the office in London.

My client is a growing Asset / Investment Management business

Purpose

Working in the IT Infrastructure team, the Deskside Support Engineer is responsible for providing efficient and effective first and second line technical support to end-users.

The role involves troubleshooting software and hardware issues, assisting with IT related queries and completing IT administration tasks.

  • To provide first- and second-line support of the IT infrastructure as a priority, efficiently balancing requests via helpdesk tickets, phone calls and walk-ups through
  • Service or change requests
  • Incident resolution
  • Delivery of scheduled daily, weekly and monthly tasks
  • Installing and configuring new hardware and software, ensuring infrastructure standards are maintained.
  • Troubleshooting and fault reporting of end-user devices
  • Reporting progress to the IT Infrastructure Operations Manager, immediately escalating outages, major delays and other serious issues
  • Completing IT administration tasks to the defined standard including but not limited to user account creation, group amendment, leavers process, resource allocation.
  • Assisting and applying operating system updates and patches
  • Maintaining and updating the Infrastructure team’s documentation library
  • Assist with ensuring that IT security policy and procedures are enforced and staff are aware of their contribution.
  • Providing out of hours support cover for application deployments and upgrades, on a rota where required
  • Act as an on-site point of contact for third line support teams to assist with the resolution of incidents. This may include performing certain activities at the direction of third line support teams such as patching, power cycles, replacing drives or any such activity which requires on-site presence
  • Work closely with colleagues to maintain a high-performing team
  • Assist in distributing knowledge amongst members of the Infrastructure team to aid personal development and the improvement of the IT Infrastructure
  • Maintain a technical advantage through continual training and personal development
  • Understand the business strategy and contribute to the overall goals of the business through infrastructure development, improvement and support

Skills / Qualifications

  • Excellent PC support skills including a broad knowledge of Windows Client OS, Office 365 Apps and experience of supporting 3rd party desktop applications
  • Installing and configuring end-user devices
  • Ability to logically and methodically problem solve IT issues
  • Experience with supporting Azure AD\Entra ID
  • Experience with supporting and troubleshooting Microsoft 365 and Exchange Online
  • Experience with supporting and troubleshooting Microsoft Teams
  • Experience with supporting and troubleshooting Intune
  • Experience of installing and utilising server and desktop hardware
  • Strong customer service skills
  • Excellent written and oral communication skills
  • Proven track record of delivering to commitments
  • Knowledge of industry recognised IT and support practices
  • An understanding of IT infrastructure technologies. Including DNS, DHCP, routing, TCP/IP
  • Microsoft certifications in relation to M365, Intune, Entra ID\Azure are a distinct advantage.

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