L1 & L2 Support Engineer

Technical Responsibilities

• Provide 1st and 2nd Line support to end users and provide a high level of service availability (Password reset, troubleshooting, maintenance)
• Ownership of Incidents, Service Requests, Problems and Change Requests
• Windows build and deployment tools, such as MDT, Autopilot
• Manage tickets via ITSM software ServiceNow
• Troubleshoot RDS issues
• Troubleshooting Outlook, including problems connecting to Exchange/Office 365
• Deploy application/system changes in accordance with the change management process
• Resolving all technical problems within the London office and liaising with Bermuda IT staff where appropriate, identifying solutions to technical and delivering these solutions
• Responsible for the documentation of details of all hardware/software that have been installed and removed so that configuration management records can be updated to maintain the integrity of the estate.
• Ensure all equipment; PCs, Laptops, Printers, iPhone, telephones and scanners are maintained in optimum condition
• IT asset management support - issuing out kit, return of kit, rebuilding kit, decommissioning kit etc., with strong administration experience.
• Assist with ensuring that Servers and desktops are kept up to date with all necessary software patches and updates according to the agreed schedule
• Assist with any software release deployments
• Knowledge of PowerShell, JavaScript

Essential Skills & Requirements

• Positive and energetic outlook to delivering a good service
• Good communication skills, responsive and team focused
• A passion for delivering excellent service and for continuous improvement of services
• Microsoft Active Directory knowledge.
• Knowledge of PowerShell Scripting language
• Knowledge of Microsoft Windows 10, Windows Server 2012/2016/2019, and Microsoft Office Suite O365.
• An understanding of networking principles as applied to LAN, WAN and VOIP configurations. 29/07/2024
• Knowledge of Virtual server technologies.
• IT-related degree/qualifications or Equivalent work experience
• Strong IT troubleshooting skills, in relation to end-user support.
• Experienced in using Service Desk ticketing tools and understands Service Management best practices.
• Able to effectively communicate and support VIPs, Senior Management and Board members in pressured environments.
• A genuine interest in Technology and its application and use in business
• Work as part of a team, be willing and able to work outside normal office hours as required and be part of an out-of-hours support rota.
• Willingness and commitment to support multiple geographical regions. Desire to develop a career in IT Service Delivery