Senior Support Engineer

Software Engineering

Greater London Permanent Up to £42000.00 per annum + Benefits

Senior Support Engineer – Windows Server 2008 – 2016, VM Ware, Active Directory, Windows 10 & MAC OSX – London – £42,000

Overall Purpose of the Role:

To provide 1st, 2nd and 3rd line IT support to staff across all office locations.

Responsibilities:

  • Provide IT support to staff either face to face, via email or telephone as required (including remote users or those in other offices).
  • Assist with the induction of new starters, configuration of PCs and ensuring satisfactory on-boarding from an IT perspective, including creating new accounts.
  • Provide advice and assistance for IT-related user enquiries, including those relating to business applications.
  • Ensure all calls are logged and responded to within a reasonable timeframe.
  • Take ownership of user problems and be pro-active when addressing all user issues, where necessary working with the user to manage and correctly interpret their needs.
  • Keep call records updated and users regularly informed where problems can’t be resolved immediately.
  • Support the IT infrastructure (including servers, desktop & mobile devices, network, switches, firewalls, wi-fi etc) taking proactive maintenance and troubleshooting any problems.
  • Provide printer and telephony support across all offices.
  • Escalate issues to third-parties where appropriate and ensure these are followed up to a satisfactory conclusion.
  • To assist with configuration and installation of hardware and software upgrades when required.
  • Undertake ad-hoc infrastructure/desktop remediation work as directed.

Personal Specifications and Competencies:

Interpersonal Skills:

  • Ability to communicate and form working relationships with colleagues at all levels.
  • Excellent organisational skills, quick thinker, problem solver and able to work calmly under pressure and to tight deadlines.
  • Customer-orientated mindset.
  • IT, Administrative and Organisational Skills:
  • Excellent all-round technical skills including Windows 7/10, MS Office 365, networking, security, PC hardware, printers etc.
  • Excellent planning, organisational and time management skills, with the ability to work under pressure and to tight deadlines.
  • Good prioritisation skills according to urgency of demand.
  • Familiar with Atlassian tools, including Confluence and JIRA.

Necessary education/qualifications/experience:

  • Experience providing first, second and third line support in a fast-moving, commercial organisation.
  • Experience of the following technologies:
  • Windows Server 2008 – 2016.
  • AD Administration, configuration including GPO
  • Hosted Email services including Office 365
  • VMWare
  • Mimecast & other end-protection/security services
  • DNS & Domain Management
  • Client OS: Windows 10 & MAC OSX
  • Client side software: MS Office, Adobe CC
  • Familiarity with Hosted Services/SAS
  • Networking Infrastructure including switching, VPN
  • Backup, Archival & Cloud storage
  • Telephony systems: VoIP, SIP, PBX etc.
  • Mobile telephony including iOS & Android
  • MS & Oracle SQL Knowledge
  • IT-related qualification would be desirable (e.g. MCP/MSCE/ITIL)

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Job Reference: JO-1808-139535

Salary: Up to £42000.00 per annum + Benefits

Salary per: Annum

Job Duration:

Job Start Date: ASAP - 3 Month

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