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2nd Line IT Systems Support (O910637)


IT & Telecomms

Up to £35,000 per annum plus benefits

Full time / Permanent

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Job description


Our Client is an award-winning, market leading FinTech business headquartered in City of London, with international operations and offices. In order to manage growth, they are seeking a 2nd Line IT Systems Support Engineer to assist with escalated queries, ensuring a high level of customer_service and support is provided.

Role Profile

  • Maintaining lines of communication between the IT department and Customers_coordinating IT activities with 3rd parties and user departments
  • Providing 2nd line support to the business ensuring all requests are correctly recorded/logged and managed to resolution within defined SLA's
  • Delivering against agreed objectives, KPI's and SLA's in order to carry out_responsibilities and meet agreed service and performance targets
  • Carrying out desktop/ laptop rollout and replacement, PC assembly from components,_software installation and data transfer and general PC troubleshooting
  • Assisting in the installation, upgrading, operation, control, maintenance and effective_use of the desktop and voice infrastructures
  • Setting up and revoke user accounts & VPN certificates
  • Taking ownership of low risk projects, pre-approved by the team leader/IT Manager
  • Packaging applications and script tasks from the command line
  • Assisting in maintaining up to date and effective documentation on all relevant_systems and procedures
  • Creating accounts for new users in the business systems, configuring systems and_business systems on individual computers
  • Assisting with the testing of new equipment, software or technologies for use by the_business
  • Ensuring any new change has complimentary documentation for 1st & 2nd line support as well as internal customers effected by the change
  • Assisting users to assure that software operates in a manner consistent with_expectations; provide troubleshooting assistance as necessary
  • Assisting with a variety of reports, logs and records
  • Assisting in mentoring and training junior team members on company infrastructure_and technology
  • Telephony system configuration (Mitel) and the associated protocol management
  • Being vigilant in regards to physical and network security making sure that temporary_access is monitored and all physical secure areas are kept secure and access is monitored
  • Ensure as part of the daily activities any breaches in the cybersecurity policy are escalated for immediate attention

Person Profile

  • Hold a university degree (preferably in an_IT related field)
  • Any IT related qualifications
  • Experience of network switches and_their configuration
  • Knowledge of remote working_technologies
  • Knowledge of Linux operating_system
  • A minimum of 2-3 years proven_experience in an IT support role (1st/2nd line support)
  • Working knowledge of Windows 7and 10, desktop office suite packages (e.g. Microsoft Office), email clients and web browsers
  • Supporting of Open Source_technologies
  • Administration from Command line(CMD, Bash or PowerShell) and/or scripting experience
  • Experience of network switches and their configuration
  • Knowledge of remote working technologies
  • Knowledge of Linux operating system
  • Experience of working in a Service desk / ITIL environment
  • Experience administering Microsoft server environments (2008 R2, 2012 R2, 2016)
  • Experience of Mitel IP telephony systems

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