Our client is a long established, financial services business. They are a successful, medium sized company that offers finance solutions through an omni-channel business model

Role Description:

This presents a great opportunity for Level 1/2 Support Engineers (1-2 years experience minimum) with some technical grounding to solidify their skills / experience and further advance their career

Responsibilities:

• The roles will be responsible for effective desktop installation / configuration, operation - and first line support of all systems, end user computer hardware and software.
• Respond promptly to incidents and service requests
• Handling operational tasks through the cloud based ticketing system - including incidents, service requests, problems and change requests
• Proactively identify problems and coordinate / perform root cause analysis to resolve
• Ensure all customers receive a responsive and helpful level of service and escalate to internal app support teams or external vendors when needed
• When possible, engage with customers via phone for quick resolutions
• Develop and maintain documentation, knowledge base articles, and training materials for IT support teams and end-users

Skills and Experience:

Essential:

• Excellent and engaging customer service ethic and communication skills - must be comfortable with phone based engagement (as well as email)
• Minimum of 1-2 years experience in a structured, service desk environment in a busy environment
• Motivation and drive to further your career
• Tertiary qualifications in computer science, Information Technology or a related field
• Understanding and experience of the ITIL framework
• Troubleshooting, administration and configuration of the Microsoft stack (Microsoft Entra ID (formerly Azure Active Directory), SQL, O365, SCCM, Teams)
• Knowledge of operating systems (Windows, Linux), hardware components, and network protocols.
• Experience with cloud based ticketing system/s - such as Jira Service Desk

Desirable:

• Administration, usage and configuration of Intune (Mobile Devices, Laptops, Appx)
• Administration, usage and configuration of Remote management tools (PatchMyPC, N-able)
• Basic scripting skills in one or more of PowerShell, bash, or Python
• Understanding of Virtualisation tools (VMWare, Citrix)
• Experience with Confluence or Sharepoint document management
• Experienced with Copilot in Microsoft Teams
• Experience in a financial services environment

Consultant: Colin Massey

Keywords: Support Engineers, Service desk, service support, 1st level support, 2nd level support, O365, ITIL, Jira service management, Microsoft Teams, Copilot, Microsoft stack, financial services, IAM, Entra ID, Active Directory, AD, Confluence, Sharepoint, telephony, SCCM, virtualisation, Windows, Linux, PowerShell, bash, Python