Desktop Support Engineer
To provide first level support through call logging software and/or on-site and handling incidents or service requests using the incident management system and request fulfilment processes.
Working with internal teams on Projects/ Clients in Region and in regions of service (UK, US and Asia).
Running client specific Pre-market Morning checks for clients escalating any systems, server or network related issues prior to Market open
Provide first/ second line support through the call-logging software and on-site, as appropriate for all incidents and requests.
Work with VIPs, providing a white glove service where necessary
Issue customers with details of call assignment and likely resolution timescales.
Reassign or escalate incidents and requests to on-site third line support, third parties or
other teams where appropriate discussing fully with colleagues.
Monitor and update all incidents and requests, including calls assigned to external
Review incidents and requests with customers and work together to continuously
improve service delivery provision.
Deal directly with requests and complaints alike and act as point of escalation where
TCP/IP Troubleshooting – With the internal networks team
Multi-Factor Authentication Systems (Administrating and setting-up)
Microsoft Exchange Server 2007 / 2010 / 2013
VPN Technologies (for supporting remote work for clients and internally)
Working actively with monitoring Technologies (Nagios, Splunk Enterprise, Thruk, etc) –
To monitor, analyse and report, disruptions or client specific data
Helping monitor internal infrastructure, relating to storage technologies for the platform –
diagnosing / escalating and working with Win Admin and Database teams
Working on client requests regarding Mail gateways and using expertise in security on
the platform to resolve Email/ Microsoft Exchange related issue (Retrieving logs, blacklist/
whitelist senders, etc)
Working with clients and solving problems related to the Citrix platform/ application
(IaaS) - [Used for remote hosting of PC’s, operating systems, etc]
Active Directory 2008 - Helping users on AD Account related issues
All Windows 2010 / 2013 / 2016 Applications (Office suite)
Imaging, Deploying of operating systems - Windows 10
LAN/WAN troubleshooting Skills – Networks escalation
Building and Maintaining Desktop/Laptops
Network Security – Working with clients/ Helping comply with protocols and maintain
security on platform
Skills and Qualifications
Support Desk call logging tools – HP service centre / Remedy / Infra.
Senior Management / VIP Support.
Cisco Unified Call Manager.
MCP / MCITP Windows 7 / MCDST / MCSA.
ITIL v3 Foundation.
On call / Out of hours experience.
Apple products / Mobile technologies.
Strong research, writing and communication skills.
Customer service experience (comfortable working with senior management and
Ability to work independently and manage your own projects in a professional manner.
Candidates must have or be working towards an Undergraduate degree or have previous
experience in a similar role.