Systems Support Administrator

Covent Garden
Up to £23,000 per annum
02 Dec 2017
08 Dec 2017
Contract Type
Full Time
AFEX Ltd (Associated Foreign Exchanges ltd) is currently hiring for a Systems Support Administrator - EMEA to be based in our Office in London in our Technology Operations Department.
This position is responsible for providing desktop support to internal employees at AFEX, with primary responsibilities within the territory of residence. This role is part of a team that designs and develops scalable, maintainable, highly available network architectures that meet business objectives and uptime requirements (99.95%). Responsibilities include but are not limited to managing workstations, peripherals, systems, and providing tier 1 application support.
Responsibilities:Ensure each customer/user is provided with excellent customer service at all timesMonitor and respond quickly and effectively to requests received through the Self-Service PortalMonitor the System Support ticket queue and process first-in-first-out based on priorityRespond to all TechOps inquiries regarding work station set ups and permissionsRespond and address any computer issues that arise on a daily basisProcess equipment changes from general equipment requests for: PC’s, laptops, phone with or without headset, monitor, fax, cell phone, and/or a primary printerProcess service requests including moving hardware, installation of programs, internet access, name changes, etc.Escalate tickets to the appropriate resource based on the reported problem, technology, location and skills required to ensure efficient, effective and timely resolutionPromptly answer incident and service requests routed to the HelpdeskSet up workstations, process service requests, add permissions, delete users from system, install programs per AFEXHelp ticket requestsPromptly answer incoming phone calls, incident requests, and service requestsPerform work assigned by Service Manager Required to back up Application Support Analysts as directedDocument internal procedures, troubleshooting steps and known issues for the ERP system (Knowledge Base articles) and submit them per the Knowledge Articles ProcedureInstall, test and configure changes approved by the Change Control BoardEnsure the accurate and complete logging of all incidents/service requests in helpdesk tracking system; currently System Center Service Manager (SCSM)Adhere to Change Management Policies and ProceduresAdhere to TechOps/IT Policies and ProceduresAdhere to deadlines set by management and/or the businessRemediate audit findings as assignedCommunicate project status including tasks, iterations and milestones in a timely manner as requiredComply with regulatory requirementsComplete work assigned in an efficient and effective mannerContinue to develop knowledge/education via certification classesMentor and coach co-workers on new or new to them software and hardwareAssist with special projects as neededOccasional after-hours and weekend supportSupport and cultivate adoption of the company vision, mission, and values within AFEXExperience/Requirements:

  • At least 3+ years’ experience in a Help Desk tier 1/tier 2 role
  • Cisco CCNA and/or Microsoft MCSA certification preferred
  • Some supervisory training and/or experience preferred
  • A BS Degree in technology preferred
  • Above average knowledge of MS Office, Exchange, Active Directory, Office 365, networking protocols and peripheral management required
  • Ability to work well without close supervision
  • The ability to work with project teams and other infrastructure teams to deliver quality solutions in a fast-paced environment
  • Solid experience with core operating systems and applicationsStrong interpersonal skills and the ability to work effectively with a wide range of people in a diverse community
  • Must be customer service oriented
  • Must be courteous and polite
  • Strong project management skills
  • Excellent written, spoken and interpersonal communication skills
  • Ability to conduct research into systems issues and products required
  • Ability to communicate ideas in both technical and user-friendly language
  • Self-motivated and directed, with keen attention to detail
  • Proven analytical and creative problem-solving abilities
  • Experience working in a team-oriented, collaborative environment
  • Exposure to ITIL Service Management
  • International travel will be required occasionally
  • Experience within financial industry highly desirable
  • Experience supporting Enterprise Applications and databases in VMware environment
Apply now for immediate consideration
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