IT Support Engineer

4 weeks ago

City of London, United Kingdom Henderson Scott Full time

**Bytes Bar Support Engineer - On Site - 35k-38k + Bonus**

Market leading Insurance company based in the City of London are looking for several personable and energetic Bytes Bar Engineers to support London based employees. This is an onsite / user facing role with core hours of 8-5.30 Monday - Friday.

**Key Responsibilities**
- 1st - 2nd line IT Support for all London employees
- Ensuring the Bytes Bar is adequately covered during core business hours (8am - 5:30pm)
- VIP user support to senior management (200+)
- Managing tickets via service management tool ServiceNow ITSM
- Advanced troubleshooting and root cause analysis
- Liaising with and delegating tasks to relevant teams for escalation
- Supporting Desktop Team Lead and escalating support issues to Head of Group IT where necessary
- Network troubleshooting
- Mobile device support Apple and Android essential
- Active Directory Users and Computer administration
- Windows 7x/10 support
- MAC OS X support
- Participate in ad-hoc support requests, Desk moves, Desk side support
- Supporting the business outside of core business hours as/when necessary inc weekends.

**Required Skills and Experience**
- An understanding of the importance of excellent customer service and a "can do" attitude
- Excellent communication skills, both written and verbal
- The ability to interact confidently with clients and colleagues
- The ability to work very well in a team environment
- The ability to think logically
- Strong interpersonal skills
- Strong prioritisation skills and ability to follow process
- Patience and empathy when dealing with customers and colleagues
- Effective problem solving skills based on clear reasoning and sound rationale
- Tactful, diplomatic and able to thrive in an ever-changing environment
- Ability to work pro-actively, under pressure and independently with mínimal direction
- A good understanding of mobile devices, such as Apple smartphones and tablets
- Strong background in Microsoft Office
- Strong background in Windows

**Knowledge and Experience**
- IT industry experience
- Microsoft Windows 10+
- Active Directory
- Microsoft Exchange
- Office365/2016+
- Mimecast
- Microsoft Teams
- Zoom
- SCCM
- ITIL Best Practice
- Remote Support Tools
- Incident, Problem and Change Management
- Knowledge of administrative and clerical procedures

**Professional Qualifications**
- Relevant professional IT qualifications
- ITIL Foundation V3/V4

**Bytes Bar Support Engineer - On Site - 35k-38k + Bonus

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