2nd Line Desktop Support - Investment Management

24th September 2019
Contract West End & Mayfair
£28 - £30 Hourly Rate + Paid OT

2nd Line Desktop Support - Investments

Our client is looking for a 2nd Line Desktop Support Engineer to join the team. You will be responsible for implementing and maintaining all aspects of the firm’s technology. This includes daily support tickets, desktop troubleshooting, account management, hardware/software installation and upgrades, new PC build outs and desk relocations and dealing with all members of staff on a daily basis which requires the highest level of presentation, communication and professionalism.

It’s a comfortable 7 hour working day with no unsociable shift patterns to contend with.


Main Responsibilities

  • Troubleshoot 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service
  • Take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site
  • Document all calls on the ticket logging system
  • Technical escalation point for 1st line IT Support
  • Work effectively and productively with 3rd line IT Support
  • Mentoring junior team members to advance their technical knowledge and troubleshooting skillset
  • Troubleshoot 3rd Party financial software and plugins
  • Diligently follow processes and procedures
  • Escalate major issues to ensure proper management


Technical Requirements

  • Advanced knowledge of one or more mobile operating systems
  • Microsoft Windows 7/10, installation, use and troubleshooting
  • Microsoft Office 2007-2016, installation, use and troubleshooting
  • O365 Fundamentals
  • Administration of Active Directory including a good understanding of Group Policy
  • Knowledge of network printer installation and administration
  • Understanding of two-factor authentication, particularly RSA administration
  • Switch administration (Cisco preferred)
  • Intermediate Avaya Site Administration
  • Experience in end point security
  • Experience in Windows imaging


Personal Requirements

  • Own Limited Company (or happy to set one up)
  • Soft skill set capable of handling high profile end users with professionalism.
  • Excellent written and verbal communication skills and phone manner.
  • Excellent ability to follow directions and attention to detail.
  • Ability to demonstrate initiative, flexible and proactive approach
  • General interest and savviness in technology
  • University degree preferably, with 6-8 years’ experience in a technical, customer facing role.


2nd Line Desktop Support - Investments