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2nd Line Desktop Support Engineer

2 months ago

London, Greater London, United Kingdom Investigo Limited Full time

Investigo Limited is seeking an experienced 2nd Line Desktop Support Engineer to join an existing team. The successful candidate will be required to work on-site for the first 2-3 weeks, transitioning to a hybrid model after relationships are formed.

Key Responsibilities

  1. Provide exceptional customer service and be the primary point of contact for IT support queries from internal staff.
  2. Take ownership of tracking and remediating security vulnerabilities within a specified timeframe.
  3. Administer the internal ticketing system and act upon requests for change and system access.
  4. Diagnose a wide range of issues, from user desktop environments to server applications.
  5. Identify potential technical vulnerabilities and suggest resolutions.
  6. Proactively monitor systems and take preventative measures to reduce system downtime.
  7. Highlight possible trends from recurring incidents.
  8. Update the internal knowledge base with technical guides for colleagues and system usage procedures to aid customers.
  9. Collaborate with the parent company and third-party support services on diagnosing and troubleshooting issues.

Required Skills

  1. Excellent experience with Microsoft technologies, including Active Directory and GPO administration, Exchange administration, and Win10 desktop management using SCCM, WDS, and WSUS.
  2. Good general knowledge of networking and technologies, including the TCP/IP stack, VLANs, firewalls, and wireless configurations.
  3. Experience in remediating vulnerabilities within a Microsoft environment using scanning tools such as Nessus or Qualys.
  4. 2+ years of experience in a 1st line technical helpdesk environment.
  5. 2nd line technical support experience.

Desirable Skills

  1. Experience working within a change control environment or financial institution.
  2. Experience in virtualization platforms such as VMware vSphere and ESX.
  3. Exposure to cloud-based environments, e.g. AWS, Azure.
  4. Exposure to Microsoft Server 2016 - 2019.
  5. Exposure to administration of telephony platforms, e.g. Avaya, Genesys.