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Technical Support Engineer

12488
  • £40,000
  • London
  • Permanent
  • Ensure the resolution of all IT incidents and service requests within agreed Service Level Agreement (SLA)
  • Successfully follow the agreed ITIL processes and procedures, whilst continually reviewing to find improvements to the current incident and service request processes
  • Management of difficult situations with the business in a timely fashion, communicating in a clear and effective manner
  • A strong IT Service management background, managing and measuring ITIL processes such as SLA’s, Incident, Change Management, Problem management, Asset and Configuration Management and IT Service reporting.
  • Working closely with Service desk team leader, Application support and the infrastructure teams.
  • Providing third line support including, monitoring, troubleshooting and improving service delivery.
  • Ability to discuss and resolve technical issues with other technical staff and business contacts.
  • Provide support for all remote working services.
  • Involved in desktop and laptop build process.
  • Supporting the audio visual services across meeting rooms.
  • Responsible for IT knowledge management to ensure the necessary information up to date and is available to the right people at the right time.
  • Management of support projects to agreed time scales.
  • End to end ownership and accurate ticket logging of all incidents and service requests, where necessary.
  • Resolution of incidents and service requests within agreed SLA times.
Measurements:
  • Ensure the successful resolution and end to end ownership of all incidents and service requests.
  • 80% of all incidents and service requests resolved within the agreed SLA.
  • Ensure customer satisfaction improves year on year.
  • Feedback from business contacts, team members and IT staff.
  • Appraisals yearly.
Skills, Knowledge and Experience
Technical Skills
  • Office 365 – advanced level
  • Microsoft Active Directory administration
  • Exchange/O365 administration
  • Advanced knowledge of ADSL and WiFi technologies
  • Advanced knowledge of iOS and Android devices & Microsoft InTune MDM
  • Knowledge of networking concepts
  • Knowledge of all core applications including but not limited to:
    • Mail Manager
    • Concur
    • Condeco
    • Mimecast
  • Installation/moves of hardware such as printers, digital senders, MFD's (multi-function devices), PC's and all peripheral items
  • Strong knowledge of remote working solutions such as VPN's (virtual private network),MFA, RSA
  • Knowledge of building PC's and troubleshooting support issues
  • Knowledge of audio visual equipment and solutions including Logitech hardware
  • Citrix 7.x
  • Windows 11 Desktop
  • SCCM/ Intune
Skills & Knowledge
  • Soft skills/Customer Services
  • Ability to work well under pressure whilst keeping calm.
  • Maintain good working relationships with all members of IT and the business.
  • Highly motivated, willing to continually update knowledge and skill set.
  • Excellent Customer service skills.
  • Consistently working to provide a responsive, effective and personable IT support service to exceed our customer expectations.
  • Work according to ITIL processes and procedures.
  • Uses initiative with a positive and can do attitude.
  • End to end management of business impacting incidents.
  • Excellent communication skills with the ability to liaise and communicate with all levels of staff within IT and across the business. Excellent attention to detail and in all forms of communication.
  • Tactful and diplomatic when dealing with pressurised situations.
  • Ability to concentrate on several areas of work at one time, prioritising work load, delivering consistently to deadlines and reacting positively to changes and conflicting priorities.
  • Professional appearance at all times.
  • Flexible approach to role.
  • Production of support documentation.
  • Business process design to map existing processes, re-engineer or define processes to enhance the IT Service.
  • Statistical analysis.
  • Health and safety awareness in the working place.
Ellie Hart Senior Recruitment Consultant

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