L1 / L2 Support Engineer (Windows, Mac, O365, AD)

London (Greater)
10 Feb 2018
15 Feb 2018
Contract Type
Full Time
My client is looking for a L1/L2 Support Engineer to provide support to users on Windows 7/10 and Mac OSX. This will be email and face-to-face support (no phones) and there will be exposure to 3rd line server project work.

  1. Provide 1st and 2nd line Desk Side Support services to the client on all supported technologies including Windows and Mac hardware also including mobile technology.
  2. Identify & deliver Service Improvements aligned to the company's goals by prioritizing technology initiatives and supporting the evaluation, deployment, and management of current and future technologies
  3. Good understanding of mobile technologies such as iPhone/IPad, Blackberry, Android & Windows Mobile running various OS levels.
  4. Provide support to the Infrastructure teams, where necessary, for remote hands and eyes to assist in the resolution of technical faults.
  5. Work closely with all IT groups to resolve incidents / requests and ensure impact to customers is kept to a minimum.
  6. Ensure adherence to all the client's international policies, processes and procedures as well as support continual service improvement activity where appropriate.
  7. Assist with product evaluation and the introduction of new technologies into operational ` support.
  8. Exposure to server 3rd line work and security.
  9. Involved in varied and exciting project work


Customer skills are equally as important as technical skills, combining both to ensure delivery of a world-class service. Effectively manage Incidents and Requests, ensuring customers are kept informed of progress and escalating where necessary.

Main Areas of Activity
  • Follow request management process and governance,
  • Take ownership documentation provided regarding of support issues and requests and ensure that this is accurate and maintained.
  • Ensure all relevant security & management tools are operational and exceptions are managed
  • General maintenance of all IT equipment including; PC's, Macs, Mobile Devices, Printers, Photocopiers, VOIP telephones ECT

Other Responsibilities
  • Undertake deployment refresh of IT equipment in alignment with the client policies.
  • Ensure seamless data transferred between devices
  • Ensuring that any operational risks are reported and remediated in line with the agreed action plans


* Key skills and Behaviours

o ITIL v3 Foundation Certification

o Demonstrated ability in managing Incidents and requests in a Windows and Mac Environment to a high level of satisfaction.

o Demonstrated experience of supporting systems running Windows 7 & Mac OSX.

o Demonstrated experience of setting up and supporting mobile devices such as Apple iPhone/IPad, Blackberry, Android and Windows phones.

o Demonstrated experience of using the Microsoft productivity suite 2010/2011/2013 for both Windows and Mac.

o Excellent oral and written communication skills

o Strong customer focus and delivery.

o Robust Analytical / troubleshooting skills

o Object management Microsoft Active Directory

o Anti-virus protection solutions

* Desirable Skills

o Experience of working in an ITIL compliant corporate environment.

o Previous experience of working in a Media organisation.

o Understanding of CISCO networking equipment and network configuration

o Previous experience of working with IP Telephony

o Linux experience a bonus


* Eligibility to work in the United Kingdom

* Additional languages would be beneficial but not mandatory.

Allegis Group Limited and Aston Carter Limited operate Employment Businesses and Agencies and are companies within the Allegis Group Inc. group of companies, the fourth largest staffing company in the world, (collectively referred to as the "Allegis Group"). TEKsystems and Aerotek are divisions of Allegis Group Limited. Applicant data will be treated in accordance with the Allegis Group's Privacy Notice http://www.allegisgroup.com/Privacy/Default.aspx). By submitting personal data to any company or division within the Allegis Group, the applicant is providing explicit consent to the use of such data by the Allegis Group and to the transfer of such data to and from the Allegis Group companies within the UK, Europe and outside the European Economic Area in connection with the fulfilment of the applicant's voluntary requests, and the fulfilment of other job opportunities that match the applicant's profile, and confirms that they may be contacted about such job opportunities.
This job was originally posted as www.cwjobs.co.uk/job/79965921

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