Service Desk Engineer - 2nd Line - Lorien : Job Details

2nd Line Engineer - Service Desk (City of London)

Salary: Up to £45kLocation: Hybrid

My client, an award-winning IT MSP located in the heart of London is seeking a skilled 2nd Line Support Engineer to join their dynamic team. This role offers the opportunity to support some of London's top financial clients and potentially step into a leadership position over time.

Experience Required:

• Proven track record of delivering high-quality on-site support.
• Expertise in managing and administering cloud-based solutions, particularly Microsoft Azure and Office 365.
• Strong technical proficiency with Microsoft technologies, including Office 365, EMS, SharePoint, Active Directory, and Windows Server/Desktop.
• Extensive experience supporting senior executive-level end-users.
• Previous experience in the financial sector, with knowledge of platforms like Bloomberg, OMS, and PMS (preferred).
• At least 5+ years in a similar technical support role.

Key Responsibilities:

• Address ongoing incidents and conduct both scheduled and emergency activities on client sites.
• Oversee the lifecycle management of service events from end-users.
• Provide remote and on-site support, troubleshooting technical issues related to equipment and systems.
• Assist with the setup of equipment for new hires and manage the process for staff departures.
• Conduct research to identify problems and develop appropriate technical solutions.
• Ensure technical support is provided within agreed Service Level Agreements (SLAs).
• Keep end-users updated on the progress of incidents and service requests, ensuring effective communication.
• Maintain end-user services and provide support for specialized IT equipment.
• Quickly restore normal service operations to minimize business disruptions.
• Participate in projects aimed at supporting business changes and improvements.
• Manage incident, problem, change, and configuration processes, with a focus on continual service improvement.
• Develop and maintain comprehensive technical documentation for client sites.
• Promote cyber awareness within the client community to safeguard assets and data.

Technical Skills:

• Windows 10
• Office 365
• Microsoft Office
• Intune/Conditional Access, MFA
• Active Directory
• Microsoft Server/Exchange OS
• Microsoft Azure
• Mimecast
• Palo Alto Networks
• Telephony
• Antivirus

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.