Position Name: Desktop Support L2 Engineer
Location: London, UK (Onsite work)
Type: Contract Inside IR
Job Description :
The responsibilities :
Note : We are looking for a candidate how have experience with BAU and who train new joiners.
• Provide day-to-day operational support for the end-user-computing estate.
• To provide desktop and end-user support
• Take ownership, and be a central point of contact, for any desktop support issues reported by users, ensuring professional and regular communication is provided.
• Diagnose and resolve system issues across a range of both internally developed and vendor supplied applications in support of the Insurance business.
• Follow-up on fixes for escalated issues.
• Define and implement team processes to handle all support activities including the provision of up-to-date documentation.
• Collaborate with other teams to plan, test, and deliver enhanced end user experience.
Essential experience
5+ years of work experience with Computer Hardware Troubleshooting.
• Relevant experience delivering desktop and end-user support within insurance environment.
• Outstanding customer service skills with high level of professionalism.
• Excellent communication and interpersonal skills.
• A can-do attitude with strong work ethics.
• An eagerness & willingness to learn.
Establish and maintain a positive professional relationship with end users and.
• Demonstrable knowledge of networking, and applications from a desktop support perspective.
• Ability to build and maintain effective relationships with customers at all levels and explain technical solutions to non-technical audiences, inclusive of understanding/empathizing with customers while remaining committed to providing quality service with positive end user experience.
• Experience diagnosing and remediating system issues in a Windows 10/11 environment.
• Experience with device provisioning using Autopilot process.
• Knowledge of Intune within a managed services model.
• Experience of working with and troubleshooting issues related to any of the following: Active Directory, Group Policy Management, Security/Anti-Virus, Networking, Microsoft Office O365, Citrix, VPN, Mobile Device Management.
• Experience/working knowledge of ITSM tools (ServiceNow)
• Meeting room and Printer support. Desirable experience
• Experience diagnosing and remediating system issues in a Windows 11 environment.
• Basic troubleshooting skill of Virtual Desktop, SysTrack, and Microsoft Endpoint Manager).
• Relevant Microsoft 365 certification(s).
Role Responsibilities:
Provide L2 Desktop Support in within a global service desk fast-paced pressured environment.
Provide onsite white glove support for VIP end users, visitors with prompt incidents, and service requests.
Configure, troubleshoot, and resolve all end user Laptop issues including hardware, software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals.
• Deployment, installation/ troubleshoot application issues. • Managing incidents and service requests through service now.
• Solve issues with Citrix Workspaces, VDI, and Office 365
• Responsible for computer hardware builds with Autopilot process.
• Maintaining hardware asset inventory
Provide meeting room support, with Teams, Webex, and Zoom Conferencing platforms.
Maintain documentation and enforce secure system policies.
Imaging of Laptops with Autopilot build process.
Printer checks and support.
Key skills:
Ambitious and readiness to learn.
Ability to work on their own and solve problems by themselves.
Work well under minimal supervision
Can work in high pressure environments to find solutions.
Degree in Computer Engineering, Computer Science or related field/technical experience.
Basic knowledge in automating for Windows platforms.
Experienced in supporting mobile devices on MDM platforms: iPhones/iPads/Androids.
Knowledge of networking (TCP/IP)
Experienced with supporting users remotely by troubleshooting VPN connections.
Microsoft Multi-factor Authentication