Our client is a professional IT Managed Services company. As a Helpdesk Engineer, you'll be acting as the front-line of the Helpdesk Team to resolve clients' technical issues.
Responsibilities:
- Serving as the 1st and 2nd level contact at Helpdesk and assist end-users as their escalation point of contact.
- Diagnosing and troubleshooting software and hardware issues remotely on computer and mobile, other IT infrastructure components if required
- Arranging repairing and replacing damaged computer and mobile, other IT infrastructure components if required
- Installing, configuring and maintaining software components on computer and mobile
- Ensuring the security of client and server computers by installing and upgrading EPP/EDR/MDM/MAM/Other software
- Active Directory administration / Azure AD administration based on the procedure/instruction.
- Public cloud based server administration based on the procedure/instruction.
- Queuing management with IT support ticket system.
- Supporting people whenever they encounter challenges with computers and network devices
- Maintaining and updating technical documentation regularly
- Proof of concept testing new hardware and software before full-scale installation
- Temporary or long-term customer support at their office, if required.
- Project and service delivery schedule management.
- Careful consideration to ensure profitable systems and implementation.
- Maintain secure operations and keep the environment tidy.
- Periodical status report to line manager.
- Cover early shifts as a part of team rota.
- Travel over the world for business purposes as and when required.
- Handle ad-hoc requests from line managers.
Required Experience:
- Wide knowledge and proficiency in PC software like Microsoft Windows 10/11/servers, MS Office and Antivirus softwares.
- Proven work experience in Helpdesk or IT support or IT technician roles.
- Associate degree or advanced apprenticeship in Computer Science or relevant disciplines is preferred.
- MS fundamental or more than certification holder or corresponding skills holder are preferred.
- In-depth knowledge and practical experience of PC hardware and OS(Windows and Mac).
- In-depth knowledge and practical experience of Mobiles (IOS and Android. MDM/MAM).
- In-depth knowledge of internet, network protocols and devices.
- Practical experience with Active Directory is preferred.
- Basic knowledge of Microsoft 365 administration, practical experience preferred.
- Problem-solving skills, technical documentation skills, organisational and interpersonal skills.
- English proficiency business level.
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