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1 st Line Support Engineer – London - £35,000 + excellent career development
Overview
An exciting opportunity has arisen with an Investment Management Business for a 1st Line Service Desk Engineer to deliver high-quality technical support. This includes resolving user queries, troubleshooting technical issues, and ensuring a seamless IT experience for office-based and remote staff. The role works closely with the Service Desk team, escalating complex issues and contributing to IT projects where required.
Role & Responsibilities
User Support:
- Act as the first point of contact for all IT-related issues, providing timely and effective support via phone, email, and Microsoft Teams.
- Analyse and troubleshoot technical problems; resolve issues or escalate to the appropriate team or third-party support as needed.
- Log, track, and manage service desk tickets in the system, documenting issues, actions taken, and resolutions.
- Provide IT support for both office-based and remote users, ensuring access to necessary systems and resources.
- Adhere to software and media policies by obtaining required permissions and maintaining an audit trail.
- Use appropriate tools to deliver both remote and onsite support to users at all organisational levels.
- Prioritise support requests based on urgency and business impact to minimise disruptions.
Routine Tasks:
- Monitor servers, network services, and backups during shifts, resolving or escalating issues as needed.
- Conduct monthly processes, including inventory checks, consumables management, and user access reviews.
- Manage user accounts in Active Directory, including creating, modifying, and deleting accounts in line with departmental processes.
- Configure and deploy workstations for new users, ensuring smooth onboarding and adherence to company standards.
- Maintain accurate inventory records of IT hardware and software resources.
- Support the secure disposal and recycling of IT equipment and consumables.
- Prepare reports and statistics for the Service Desk Manager as required.
- Assist with IT equipment procurement, consulting with relevant stakeholders and adhering to departmental standards.
Projects :
- Contribute to IT projects as assigned by the CIO or Service Desk Manager, taking ownership of specific tasks and meeting deadlines.
- Collaborate with team members to manage project tasks and ensure timely delivery.
- Maintain accurate and up-to-date project documentation.
Essential Skills & Experience
- Solid understanding of IT systems and environments.
- Experience with M365 services, including SharePoint, OneDrive, and Teams.
- Familiarity with Microsoft Teams telephony.
- Proficiency in using and troubleshooting Microsoft operating systems and Office applications.
- Experience in logging and processing support calls.
- Ability to install and configure hardware, software, networks, printers, and scanners.
- Experience managing equipment and consumables inventory.
- Strong diagnostic skills for software and hardware issues.
Package
- £35,000 depending on skills & experience
- Hybrid - 3 days in the office, 2 days remote
- 25 days annual leave (increases to 28 days) + bank holidays
- 10% company contribution pension
- Bupa Healthcare
- 2 week rota: Early: 7:30 AM – 4:00 PM Late: 10:00 AM – 6:30 PM
- Training and career development + many more
