Service Desk Engineer

Brighton, East Sussex
14 Jul 2017
13 Aug 2017
Contract Type
Full Time

OneFamily are recruiting for a Service Desk Engineer to join our central Brighton office. This person will join a vibrant team who are responsible for providing technical support to colleagues, assessing problem solutions and designs and providing constructive feedback.

Purpose of Role:

  • As the Service Desk Engineer you will act as the first point of contact for our business needs, recording all contact on our service desk tool.
  • The primary objective of the role is to provide FTF (First Time Fix). This will be achieved by trouble shooting, diagnosing and resolving incidents/request at FTF or escalation to one of our 2nd/3rd lines support specialist teams to investigate and resolve.
  • Through this role, you will remain as SPOC (Single Point of Contact) with the customers; maintain ownership of the original fault and acting as the main point of contact between the customer and the technical teams. Providing timely updates and ensuring the fault is given the correct priority level and attention.
  • Working a team rota to ensure cover for the opening times of the service desk to meet customer needs (Changeable)
  • To protect OneFamily infrastructure, systems and data assets, adhering to Corporate Governance rules, security policies and Industry best practice.
  • To ensure OneFamily infrastructure and team’s processes are formally documented to agreed standards, including but not limited to maintenance of a Knowledge Base.
  • To provide technical support to colleagues, assessing problem solutions and designs and providing constructive feedback.
  • To act as a role model for behaviours and quality of delivery.

Skills, knowledge & experience:

Technical Skills:

  • Familiar with working on Windows 2007, 2008 and 2010 estates.

  • Apple OS

  • A keen interest in networking and WAN technology

  • Must be able to demonstrate a customer first approach to support

  • The ability to liaise and communicate confidently and professionally with customer representatives at all levels

  • Natural aptitude for trouble shooting & problem solving

  • Have solid experience in a helpdesk/service desk or technical support environment

  • Highly organised and able to work on own initiative to complete the range of tasks required

  • Flexible and willing to work outside core business hours as required

    Desirable qualified to at least one of the following levels:

  • Cisco certified network associate (CCNA)

  • Microsoft certified solutions associate (MCSA)

  • Fortinet certified network security administrator (FCNSA)

  • Red hat Certified system administrator (RHCSA) or equivalent

Other Skills/Attributes:

  • Proven knowledge of IT Best Practices and processes in support of a production environment in a Regulated Financial Services environment

  • Ability to work under pressure to meet business critical deadlines and SLAs

  • Ability to propose new solutions and to consider financial impact of proposed changes

  • Strong customer focused skills; effective communications skills

  • Excellent interpersonal and team player skills

  • Action and results oriented and able to work under stressful conditions

  • Analytical and able to apply structured approaches to problem solving

  • Well-organized, good at prioritizing and attentive to detail

  • Able to innovate and think out-of-the-box

  • Very good time management skills and ability to work to strict timescales

  • Enthusiastic and eager to learn

  • Self-motivated and can work alone as well as in a team

  • Flexibility and adaptability to rapid change

  • Ability to work in multi-regional and cross functional teams

  • Ensuring that IT services meet and at times exceed customer expectations

  • Ensuring consistent delivery of quality solutions that meet operational deadlines

  • Demonstrating accountability and see him or herself as responsible for IT meeting customer expectations

In return we offer:

Competitive salaries

Relaxed dress code

25 days paid holiday, plus bank holidays

Generous bonus scheme

Excellent voluntary benefits scheme

Healthcare and life assurance

Pension contributions

Enhanced maternity, paternity and adoption leave

Staff Introduction scheme

Life Assurance

Reward & Recognition schemes

Leadership programmes

If we sound like a company you’d like to work for- then please get in touch and request the full job description!