L2 Desktop Support Engineer (On Demand basis / Backfill)

Level 2 Desktop Support Engineer (On-demand basis / Backfill role)About us: We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries. Over the last 27 years, we have delivered millions of pounds in cost savings to our clients. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents.

Our clients and our talented people have always guided our basic strategy and direction; so much so, that we named the company after our most basic principles. We are, and always will be ‘allied’ to our client's needs and objectives. Our team is at the heart of our business, we are proud of each and every one of them. They are exceptional, and we are looking for more exceptional people to join us. Key responsibilities: Provide 2nd Line onsite desktop and application support services to end usersTroubleshoot and resolve incidents relating to Desktop operating systems and mobile devices.

Repair hardware and peripheral faults in conjunction with warranty providersTake ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAsOperate cohesively with the service desk team to maintain service levelsAll work undertaken must be logged via a Service Desk Reporting Tool, and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken.

Escalate all critical and high-priority incidents to line and senior managementReport recurring incidents to problem analyst teams and line managementProactively contribute to service improvement initiativesProvide technical expertise and assistance on project assignmentsBehavioural skills required:

Must have very good customer-facing skills and be well presentedMust have an assertive, confident, positive, and professional mannerAbility to engage and communicate effectively with colleagues and customers alikeDemonstrates independent and pro-active thinkingHighly organised with the ability to adapt to different working environments seamlesslyBuilds effective relationships both within the team and across the business scopeMust be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practicesMust be able to work alone and unsupervised, taking the initiative when necessaryHas an understanding and respect for service delivery processesTechnical skills required:

Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite, and managing tickets through an Incident Management toolExcellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10Excellent support experience with mobile devices, e. g. , tablets and smartphones running iOS and Android OSWorking knowledge of current and legacy hardware platformsStrong background in supporting the latest Microsoft Office suite on Windows and Mac platforms with recent support.

Good Knowledge of TCP/IP and Network configuration at a Desktop OS levelEnterprise-level support of Active Directory and Exchange for troubleshooting, configuration, and administration activitiesPrevious experience in the creation of technical support documentationEnterprise support of Microsoft Office 365, desktop, and AdminKnowledge of Service Management processes, e. g. , ITILPrevious experience working in a managed service environment, working to a defined scope and with strict SLAsExposure to Infrastructure technologies – Server, Networks, etcWorking knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP, or MCSE qualified), and related Office applications.

Basic knowledge of LAN/WAN, TCP/IP Protocol, Citrix, routers, and switchesBasic experience in the Support/administration of Windows serversBasic experience with Windows Server and associated architecture/services (Active Directory, Group Policy, server roles, DHCP, DNS, IIS)Installation, configuration, and troubleshooting of hardware and software. Experience & Qualifications: Minimum 3-5 years’ experience in 1st and 2nd level Support, at least 3+ years at level 2.