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Support Engineer - Microsoft Windows OS, O365

Posted on Aug 23, 2019 by Alchemy Talent Ltd

London, United Kingdom
Immediate Start
£35k - £35k Annual

Experience, Skills and Qualifications:

  • A friendly and professional manner, with excellent communication & collaboration skills
  • Previous experience of working onsite providing Desktop Support and management of customer equipment (installations, reinstallations, moves, adds, changes, decommissions)
  • Experience supporting Microsoft Windows OS, O365, Mobile Device Management and Printers
  • Image builds and application packaging using SCCM
  • Experience using ITSM tools like Service Now; experience managing incident, problem and request workflows
  • An understanding of network protocols, server hardware and configurations or other IT qualifications
  • Ability to travel in the UK

Position Overview:

We are searching on behalf of our customer for an experienced Support Engineer to work as part of the their UK Support Team and deliver a positive and consistent IT experience to a new client on a day-to-day basis, ensuring all BAU work is dealt with in a timely manner and in collaboration with the Helpdesk and Infrastructure teams. Based in our clients London office and reporting to the EUC Manager, the Support Engineer will work within a dedicated client-based team whose members are based remotely at several client sites around the UK providing Desktop Support services to the client. The role will assist the EUC Manager with the management of the services, including projects, reporting, planning, documentation, and escalations. Involving UK travel, the role will also be expected to provide support at remote offices where the engineer will deliver services to the client on their premises in line with agreed project timescales and service levels.

You'll be joining a global employer that is committed to attracting, growing and keeping the best talent

Key Responsibilities:

  • Supports, manages and maintains the configuration and installation of the Desktop, including patch updates and hardware replacements in line with agreed SLAs
  • Monitors security profiles and anti-virus software on all devices and take appropriate action in the event of non-compliance with security requirements.
  • Provides standard and approved hardware and software (operating systems and standard office applications) support and maintenance on endpoints for their entire life cycle (including the remote management of devices using appropriate tools)
  • Acts as a 2nd level escalation point, assisting with the resolution of Service Requests and Incidents (hardware, software and connectivity) that could not be resolved remotely via the Helpdesk
  • Updates documentation for user support activities including knowledgebase, processes, problem resolution, and ticket tracking
  • Suggests improvements and enhancements to quality assurance policies, procedures and systems to support departmental objectives and SLAs
  • Maintains direct relationships with the client's employees and acts as a point of information for all activities related to end user compute services
  • Provides desk side technical and awareness training to the users; works collaboratively with colleagues within the team for training and knowledge share
  • A moderate frequency of UK travel is expected with this role, to cover planned absence of an existing engineer or visit an unmanned site at the request of the client or project teams

Reference: 748357546

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