September 1, 2019
City of London, United Kingdom
Job Type
£30,000 - £35,000 plus exceptional benefits


£30,000 - £35,000 plus exceptional benefits – City of London based

A global professional services company seek an experienced 2nd Line IT Support Analyst / Desktop Support Engineer, to provide technical support and regular maintenance of their Desktop Infrastructure & related technologies. You will look to enhance and develop the existing infrastructure providing a proactive approach to support and the successful implementation of new systems and services.

Core skills for the 2nd Line IT Support Analyst / Desktop Support Engineer are:

Windows Technologies, especially Windows 10 - SCCM / AD / Exchange / O365 / Group Policies – ideally some Skype for Business or Lync experience, but any form of Unified Comms or Telephony system, such as Polycom or similar will be useful.

Responsibilities for the 2nd Line IT Support Analyst / Desktop Support Engineer are:

  • Maintain technical excellence to maximise service within the Support team, user departments and optimise commercial benefit to the Group.
  • Escalation and timely resolution of Incident/Problems/Requests.
  • IT and Network security.
  • LAN/WAN troubleshooting.
  • EMEA Remote Support.
  • Support of standard / third party desktop software.
  • Problem management.
  • Laptop Build and enhancements.
  • Software upgrades.
  • Implementation of new projects, systems and services.
  • Proactive approach to system reliability.
  • Creation of Service Desk knowledge articles.
  • Conduct regular review of systems, procedures and controls.
  • Maintenance of Microsoft Active Directory Services across the region.
  • Liaising with 3rd party suppliers whose products interface with companies systems.
  • Incident management using ServiceNow.
  • Follow ITIL and Service Management Processes such as Incident, Problem and Change
  • management processes.
  • To identify, analyse and propose resolutions to “Known Errors” of the infrastructure as part of proactive problem management.
  • Where applicable to implement and support various projects.

Experience required for the 2nd Line IT Support Analyst / Desktop Support Engineer are:

The 2nd Line Support Analyst / Desktop Support Engineer will need to be proficient in support,

configuration and maintenance of the following:

  • Windows 10.
  • Active Directory Services - Extensive knowledge in Active Directory Services including DHCP, DNS, ADSS, GPOs.
  • Microsoft Office / O365 / Skype For Business.
  • TCP/IP / Networking knowledge / LAN/WAN Technologies.
  • SCCM Software deployment and imaging.
  • System Centre Endpoint Protection.
  • Intune / MDM.
  • Meeting Room / AV / SfB Knowledge.
  • Backups - Enterprise Storage Solutions including Nasuni/Azure cloud storage.
  • Highly proficient at supporting, installing and modifying all version of Microsoft Windows server up to Windows 2016 and standard Microsoft applications.
  • Good experience of virtualisation technologies specifically VMware.
  • Extensive knowledge and experience of working with and supporting PC’s/Laptops, networks and wide area communications across multiple sites.
  • Demonstrable experience of working for a large enterprise, familiarity with IT frameworks such as ITIL.
  • An understanding of the advantage for Change and Incident Management processes to the organisation.
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