2nd/3rd Line Support Engineer

A Leading Company with a strong Media Speciality are seeking a 2/3rd Line Support Engineer to join there small but growing team. This role comes with a great salary package (dependant on experience) and company benefits, the candidate will benefits from a stable and steadily growing company to work within.

JOB TITLE:2nd/3rd Line Support Engineer

REPORTING TO: Head of IT

HOURS: 9.30 am - 5.30 pm, Monday to Friday, Office Based - maybe some flexibility in the future.

The successful candidate will primarily provide 2nd and 3rd line technical support for all incidents and service requests reported to the Service Desk in the London office. There will also be requirement to assist with day-to-day server maintenance & administration

RESPONSIBILITIES:

Provide 2nd/3rd line support to all users including telephone and desk-side support, trouble-shooting general problems, answering queries from staff, configuring smartphones/mobile devices/desk phones and tablets, configuring laptops and PCs, and providing occasional off-site support
Providing applications support for Microsoft Word, Excel, Office 365, Outlook as well as the firm's document management system
Day to day user account setup & administration
Following security procedures when importing and exporting data
Supporting the Head of IT with the business to help deliver various IT projects
Manage and maintain Active Directory, Group Policy, and Intune environments.
Troubleshoot and resolve complex technical issues escalated from the 1st line support team.
Carrying out approved updates on servers
Reporting on and escalating any server issues
Adhering to and assisting with the embedding of all Service Desk processes, procedures and policies across the firm
Coordinating Security and Compliance administration
Providing AV conference room support for internal/client meetings and events
Assisting with the implementation of agreed remedies and preventative measures
Ensuring all incidents and services requests are logged
Researching and documenting new solutions and sharing insights
Ad hoc IT Project workKEY SKILLS:

Must have experience working in a professional services environment.
Familiarity with iManage is preferred but it is not essential
Excellent knowledge and experience with the Microsoft Office Suite, O365, with excellent troubleshooting skills
Experience in day-to-day administration of Active Directory (creating accounts, knowledge of group membership etc.)
Have basic networking experience - patching, knowledge of DNS/DHCP
Be proficient in Desktop and Laptop PC hardware and software (Windows updates, Anti-Virus etc.) maintenance as well as building/imaging PCs.PERSON SPECIFICATION ATTRIBUTES:

Well-developed interpersonal skills with the ability to communicate with staff at all levels
Enthusiastic, willing to learn, and have excellent customer service ethic and a happy disposition
Ability to work under pressure and handle the demands of the role in a professional manner and be flexible working out of hours when required
Excellent organisational skills with the ability to manage a large workload under pressure
Excellent communication skills, both written and verbal, with the ability to write clear and professional emails
A self-starter who demonstrates initiative and problem-solving skills
Professional manner, proactive approach to work and a team player
Ability to demonstrate a flexible approach to work
Demonstrate the ability to work confidentially, always remaining discreet
Understanding of privacy and confidentiality

Location: Soho, GB

Posted Date: 12/25/2024