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End User Services Engineer

Employer
eFinancialCareers Global
Location
UK
Salary
Competitive
Closing date
23 Oct 2021

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Sector
Technology & New Media
Contract Type
Permanent
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MAIN DUTIES
  • Deploy, maintain, and inventory hardware, software, mobile device, and conference room equipment.
  • Provide IT support for desktops, identity/access management, printers, peripherals, telephone systems, software tools, and cellular devices.
  • Identify, manage and resolve issues in a timely manner, using the service desk ticketing system.
  • Provide support of remote office locations, remote users, and traveling staff.
  • Support and assist colleagues, and act as vendor interface to resolve issues.
  • Train/retrain end users on the use of new and existing technologies
  • Assist Network team to provide Wi-fi troubleshooting assistance.
  • Collaborate with and assist other internal support groups, such as Systems Engineering and Security teams, as needed.
  • Contribute to departmental projects as needed.
  • Lead technical training events and employee onboarding activities.
  • Update and maintain documentation in the Knowledge Base.
  • Participate in on-call rotation as needed.


OBJECTIVES
  • Meet or exceed triage/communications SLA (
  • Successful completion of any projects assigned
  • Positive internal feedback from end users and colleagues
  • Up-to-date and accurate documents in the IT knowledge base


PERSON SPECIFICATION

Essential

Experience/Skills
  • 2+ years in a similar role
  • Proven administration, management and troubleshooting abilities in the technology space, including:
  1. Windows 10 operating systems
  2. Active Directory/Azure
  3. Mac OS X
  4. Microsoft Office O365
  5. Multifactor authentication setup (MS MFA, DUO, OKTA)
  • Broad skill set to help end users with complex software and hardware applications
  • Solid understanding of ITSM/ITIL concepts and delivery


Qualifications
  • ITIL foundation
  • Educated to GCSE/O Level standard or equivalent work experience


Competencies
  • Possess sound judgment when resolving system, hardware and software problems faced by the clients
  • Capable of working with a diverse team and independently
  • Excellent interpersonal and technical skills - ability to listen attentively, speak calmly and document problems comprehensively
  • Ability to communicate effectively (frequently, unambiguously, and professionally) with customers of eFC systems
  • Troubleshoot problems accurately
  • Demonstrate grace under pressure and possess a patient attitude to deal with a variety of situations and personalities
  • The ability to work flexible hours
  • Ability to work in a demanding technology environment with changing priorities and deadlines
  • Demonstrate all eFC values such as teamwork and respect in day-to-day interactions with your team, leadership, and end users.


Desirable

Experience/Skills
  • JIRA Service Management/JIRA Service Desk
  • PowerShell scripting
  • Automation
  • AWS
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