L2 Desktop Support Engineer (Ad-hoc / On-Demand)

About us

We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries. Over the last 33 years, we have delivered millions of pounds in cost savings to our clients. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents. Our clients and our talented people have always guided our basic strategy and direction; so much so that we named the company after our most basic principles. We are, and always will be, allied to our client's needs and objectives. Our team is at the heart of our business, and we are proud of each one of them. They are exceptional, and we are looking for more exceptional people to join us.

Key responsibilities:

1. Provide 2nd Line on-site desktop and application support services to end users
2. Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
3. Repair hardware and peripheral faults in conjunction with warranty providers
4. Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs
5. Operate cohesively with the service desk team to maintain service levels
6. All work undertaken must be logged via a Service Desk Reporting Tool, and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken.
7. Escalate all critical and high-priority incidents to line and senior management
8. Report recurring incidents to problem analyst teams and line management
9. Proactively contribute to service improvement initiatives
10. Provide technical expertise and assistance on project assignments

Behavioural skills required:

1. Must have very good customer-facing skills and be well-presented
2. Must have an assertive, confident, positive, and professional manner
3. Ability to engage and communicate effectively with colleagues and customers alike
4. Demonstrates independent and proactive thinking
5. Highly organised with the ability to adapt to different working environments seamlessly
6. Builds effective relationships both within the team and across the business scope
7. Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices
8. Must be able to work alone and unsupervised, taking the initiative when necessary
9. Has an understanding and respect for service delivery processes.

Technical skills required:

1. Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management tool
2. Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10
3. Excellent support experience with mobile devices, e.g. tablets and smartphones running iOS and Android OS
4. Working knowledge of current and legacy hardware platforms
5. Strong background in supporting the latest Microsoft Office suite on Windows and Mac platforms with recent support.
6. Good Knowledge of TCP/IP and Network configuration at a Desktop OS level
7. Enterprise-level support of Active Directory and Exchange for troubleshooting, configuration, and administration activities
8. Previous experience in the creation of technical support documentation
9. Enterprise support of Microsoft Office 365, desktop, and Admin
10. Knowledge of Service Management processes, e.g. ITIL
11. Previous experience working in a managed service environment, working to a defined scope and with strict SLAs
12. Exposure to Infrastructure technologies – Server, Networks, etc
13. Working knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP or MCSE qualified) and related Office applications.
14. Basic knowledge of LAN/WAN, TCP/IP Protocol, Citrix, routers, and switches
15. Basic experience in Support/administration of Windows servers
16. Basic experience with Windows Server and associated architecture/services (Active Directory, Group Policy, server roles, DHCP, DNS, IIS)
17. Installation, configuration and troubleshooting of hardware and software.

Experience & Qualifications:

1. Minimum 3-5 years’ experience in 1st and 2nd level Support, at least 3+ years at level 2