Service Desk Engineer

1st/2nd Line Support Engineer – Up to £40,000 – Financial Services – London

Overview:
A global British FTSE250 financial services company with over 60 locations worldwide are looking to recruit an experienced 1st/2ND Line Support Engineer to be based at their London office.
This is a full-time, office-based position requiring five days per week in the office. The role includes participation in an on-call rota, which is factored into the salary.

Role & Responsibilities:

1. Incident Management: Act as a primary contact for end-user incidents and service requests, ensuring efficient triage, troubleshooting, and resolution.
2. Documentation: Maintain and update accurate knowledge base documentation quarterly.
3. Ticket Execution: Handle tickets and requests using best practices, maximising the adoption of IT services and applications.
4. Problem Management: Work with the Lead IT Operations Administrator to identify trends and potential problems to enhance service delivery.
5. Hardware Support: Ensure operational functionality of computers, printers, and peripherals, as well as assist with hardware and software maintenance.
6. Collaboration: Liaise with other IT teams to resolve issues and manage user expectations effectively.
7. Service Improvement: Contribute to the enhancement of support processes and identify opportunities to improve service provisions.
8. On-Call Duties: Participate in a rotational on-call schedule, supporting out-of-hours needs as required.
9. Ad Hoc Tasks: Undertake additional duties as needed to support business requirements.
10. Active Directory administration, user maintenance, and group configuration.
11. Microsoft Office 365 suite and collaboration tools (Teams, SharePoint, OneDrive, Exchange).
12. Windows 10/11 and standard Microsoft workloads (Outlook, Excel, PowerPoint).
13. Multi-factor authentication setup (MS MFA, DUO).
14. VMware and HP hardware.
15. Apple hardware and macOS/iOS.
16. MS Intune and collaboration tools (Webex, Zoom, MS Teams, TeamViewer).

Package:

• Up to £40,000
• Comprehensive benefits, including private healthcare and contributory pension.
• Opportunities for professional development and career progression.