1st/2nd Line Support Engineer

My client are a Marketing Leading Consultancy who are looking for a 1st/2nd Line Support Engineer to join their Central London office.

The sucessful candidate will report directly to the IT Manager and provide 1st and 2nd Line support to all members of the business whilst managing and maintaining desktop computing environment.

Key Responsibilities

• Receive, manage and record IT help desk requests either by telephone or email.
• Become the first port of call for all support issues and take full responsibility of all tickets until resolution or point of escalation.
• Dealing with and resolving helpdesk requests e.g. Adding users, Active Directory updating, remote support, general IT trouble shooting
• Take full responsibility for managing and maintaining desktop computers including the RDS Environment.
• Maintain appropriate logs of equipment, users and operational activities.
• Responsible for ensuring that Anti-Virus is up to date across the network
• Proactive monitoring of server log files and logging tickets where action is required.
• Ensuring that procedural documents are kept up to date.
• Work as a team member, providing support to colleagues as and when required.
• Any other duties as are within the scope, spirit and purpose of the job, the title of the post and its grading as requested by the line manager or Head of Department/Division.
• Maintaining a high level of customer service to all users.

This job description reflects the current requirements of the role. As duties and responsibilities change and develop, this will be reviewed and will be subject to amendment.

PERSON SPECIFICATION

QUALIFICATIONS

IT Related qualification to A level equivalent or higher

EXPERIENCE

The successful candidate must have;

• 2 Year experience in a 1st line IT Helpdesk / Desktop role
• Good trouble shooting knowledge of Windows Operating systems
• Good trouble shooting knowledge of MS Office packages
• A Good understanding of Active Directory
• Experience with Managing Windows Server 2012 / R2
• Experience with 2012 R2 Remote Desktop Services
• Knowledge of Exchange 2013
• Good networking knowledge

The following are desirable;

• Installation and deployment of Windows Server 2012
• Previous experience using Group Policy
• Exposure to Hyper V
• Exposure to MS Office 365

SKILLS & ATTRIBUTES

• Outstanding problem solving ability to identify and resolve issues.
• General technical skills including in depth knowledge of Microsoft Packages
• Ability to troubleshoot and resolve desktop hardware issues
• Planning and organisational skills – use initiative to manage and prioritise demanding workload
• Strong communication and relationship building skills
• Strong team player
• Able to work effectively under pressure
• Empathy with mission, objectives and values
• High level of customer service

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