1st Line Support Engineer

Overview

Our Client is an award-winning, market leading FinTech business Headquartered in City of London, with international operations and offices. In order to manage growth they are seeking a 1st Line Support Engineer to be the first point of contact for all queries raised via telephone or tickets from internal users, ensuring a high level of customer service and support is provided.

Role Profile

• Maintaining lines of communication between the IT department and Customers coordinating IT activities with 3rd parties and user departments
• Providing 1st support to the business ensuring all requests are correctly prioritised recorded/logged, escalated and managed to resolution within defined SLA’s
• Carrying out desktop/ laptop rollout and replacement, PC assembly from components, software installation and data transfer and general PC troubleshooting
• Tracking and management of IT assets within the asset inventory tool
• Assisting in the installation, upgrading, operation, control, maintenance and effective use of the desktop and voice infrastructures
• Setting up and revoking user accounts & VPN certificates
• Assisting in maintaining up to date and effective documentation on all relevant systems and procedures
• Creating accounts for new users in the business systems, configuring systems and business systems on individual computers
• Assisting with the testing of new equipment, software or technologies for use by the business
• Preparing schedules for roll out and providing materials for training users on useof new equipment, software or technologies
• Assisting users to assure that software operates in a manner consistent with expectations; provide troubleshooting assistance as necessary; coordinating responses with other business departments where required.
• Telephony system configuration (3CX) and the associated protocol management
• Being vigilant in regards to physical and network security making sure that temporary access is monitored and all physical secure areas are kept secure and access is monitored
• Ensure as part of the daily floor walking breaches in the cybersecurity policy are escalated for immediate attention

Person Profile

• Hold a university degree (preferably in an IT related field) or equivalent
• Proven Microsoft skill set
• Understanding of PC hardware, set up and configuration
• Working knowledge of using a ticketing system
• Understanding of Command line scripting, e.g. PowerShell or Bash
• Working knowledge of Windows 10, desktop office suite packages (e.g. Microsoft Office), email clients and web browsers

Desirable

• Any IT related qualifications
• Experience of network switches and their configuration
• Knowledge of remote workingtechnologies
• Knowledge of Linux operatingsystem
• Understanding of DHCP, DNS andTCP/IP addressing and computer networks in general
• Experience of working in a Servicedesk / ITIL environment
• Experience administering Microsoftserver environments (2008 R2, 2012 R2, 2016)
• Experience of 3CX telephonysystems