2nd/3rd Line Support Engineer

A Leading Company with a strong Media Speciality are seeking a 2/3rd Line Support Engineer to join there small but growing team. This role comes with a great salary package (dependant on experience) and company benefits, the candidate will benefits from a stable and steadily growing company to work within.

JOB TITLE:2nd/3rd Line Support Engineer

REPORTING TO: Head of IT

HOURS: 9.30 am - 5.30 pm, Monday to Friday, Office Based - maybe some flexibility in the future.

The successful candidate will primarily provide 2nd and 3rd line technical support for all incidents and service requests reported to the Service Desk in the London office. There will also be requirement to assist with day-to-day server maintenance & administration

RESPONSIBILITIES:

• Provide 2^nd/3^rd line support to all users including telephone and desk-side support, trouble-shooting general problems, answering queries from staff, configuring smartphones/mobile devices/desk phones and tablets, configuring laptops and PCs, and providing occasional off-site support
• Providing applications support for Microsoft Word, Excel, Office 365, Outlook as well as the firm's document management system
• Day to day user account setup & administration
• Following security procedures when importing and exporting data
• Supporting the Head of IT with the business to help deliver various IT projects
• Manage and maintain Active Directory, Group Policy, and Intune environments.
• Troubleshoot and resolve complex technical issues escalated from the 1st line support team.
• Carrying out approved updates on servers
• Reporting on and escalating any server issues
• Adhering to and assisting with the embedding of all Service Desk processes, procedures and policies across the firm
• Coordinating Security and Compliance administration
• Providing AV conference room support for internal/client meetings and events
• Assisting with the implementation of agreed remedies and preventative measures
• Ensuring all incidents and services requests are logged
• Researching and documenting new solutions and sharing insights
• Ad hoc IT Project work

KEY SKILLS:

• Must have experience working in a professional services environment.
• Familiarity with iManage is preferred but it is not essential
• Excellent knowledge and experience with the Microsoft Office Suite, O365, with excellent troubleshooting skills
• Experience in day-to-day administration of Active Directory (creating accounts, knowledge of group membership etc.)
• Have basic networking experience - patching, knowledge of DNS/DHCP
• Be proficient in Desktop and Laptop PC hardware and software (Windows updates, Anti-Virus etc.) maintenance as well as building/imaging PCs.

PERSON SPECIFICATION ATTRIBUTES:

• Well-developed interpersonal skills with the ability to communicate with staff at all levels
• Enthusiastic, willing to learn, and have excellent customer service ethic and a happy disposition
• Ability to work under pressure and handle the demands of the role in a professional manner and be flexible working out of hours when required
• Excellent organisational skills with the ability to manage a large workload under pressure
• Excellent communication skills, both written and verbal, with the ability to write clear and professional emails
• A self-starter who demonstrates initiative and problem-solving skills
• Professional manner, proactive approach to work and a team player
• Ability to demonstrate a flexible approach to work
• Demonstrate the ability to work confidentially, always remaining discreet
• Understanding of privacy and confidentiality