1st Line Support Engineer

1st Line Support Engineer London - £35,000 + excellent career development

Overview

An exciting opportunity has arisen with an Investment Management Business for a 1st Line Service Desk Engineer to deliver high-quality technical support. This includes resolving user queries, troubleshooting technical issues, and ensuring a seamless IT experience for office-based and remote staff. The role works closely with the Service Desk team, escalating complex issues and contributing to IT projects where required.

Role & Responsibilities

User Support:

• Act as the first point of contact for all IT-related issues, providing timely and effective support via phone, email, and Microsoft Teams.
• Analyse and troubleshoot technical problems; resolve issues or escalate to the appropriate team or third-party support as needed.
• Log, track, and manage service desk tickets in the system, documenting issues, actions taken, and resolutions.
• Provide IT support for both office-based and remote users, ensuring access to necessary systems and resources.
• Adhere to software and media policies by obtaining required permissions and maintaining an audit trail.
• Use appropriate tools to deliver both remote and onsite support to users at all organisational levels.
• Prioritise support requests based on urgency and business impact to minimise disruptions.

Routine Tasks:

• Monitor servers, network services, and backups during shifts, resolving or escalating issues as needed.
• Conduct monthly processes, including inventory checks, consumables management, and user access reviews.
• Manage user accounts in Active Directory, including creating, modifying, and deleting accounts in line with departmental processes.
• Configure and deploy workstations for new users, ensuring smooth onboarding and adherence to company standards.
• Maintain accurate inventory records of IT hardware and software resources.
• Support the secure disposal and recycling of IT equipment and consumables.
• Prepare reports and statistics for the Service Desk Manager as required.
• Assist with IT equipment procurement, consulting with relevant stakeholders and adhering to departmental standards.

Projects:

• Contribute to IT projects as assigned by the CIO or Service Desk Manager, taking ownership of specific tasks and meeting deadlines.
• Collaborate with team members to manage project tasks and ensure timely delivery.
• Maintain accurate and up-to-date project documentation.

Essential Skills & Experience

• Solid understanding of IT systems and environments.
• Experience with M365 services, including SharePoint, OneDrive, and Teams.
• Familiarity with Microsoft Teams telephony.
• Proficiency in using and troubleshooting Microsoft operating systems and Office applications.
• Experience in logging and processing support calls.
• Ability to install and configure hardware, software, networks, printers, and scanners.
• Experience managing equipment and consumables inventory.
• Strong diagnostic skills for software and hardware issues.

Package

• £35,000 depending on skills & experience
• Hybrid - 3 days in the office, 2 days remote
• 25 days annual leave (increases to 28 days) + bank holidays
• 10% company contribution pension
• Bupa Healthcare
• 2 week rota: Early: 7:30 AM 4:00 PM Late: 10:00 AM 6:30 PM
• Training and career development + many more