WE’RE HIRING A L2 ONSITE SUPPORT ENGINEER IN UK!
Excis is a global organization driven by people, performance, and collaboration. We’re looking for a detail-oriented and proactive Onsite IT Support Engineer who is responsible for
the handling of day-to-day incidents, requests, providing technical subject
matter expertise and providing an interface for technical support to the
business – specifically Executives and Traders based in the London office.
- Management of incoming helpdesk tickets and
calls in accordance with business SLA’s. Provision of telephone and email
support to in-house and remote staff for Windows Operating Systems,
industry applications, network and hardware issues.
- Act as a point of escalation for 1st and 2nd line teams ensuring knowledge and technical experience
is documented and handed over.
- Resolution of incidents and requests to
customer satisfaction using documented processes and procedures or
escalating to 2nd/3rd Line using agreed processes.
- Ensuring tickets are kept up to date with
progress and are recorded correctly.
- Install and maintain new and existing software
on end user machines. Collection of Business Justification and
Authorizations where required. Remote installation of authorized software.
Liaising with third party support where required.
- Setup, maintain and remove user accounts and
permissions on a variety of in-house platforms (Active Directory,
Exchange/Office 365 and other industry applications)
- Input creation and maintenance of
documentation and aspects of the business Knowledge Base to support
knowledge sharing and upskilling amongst the team, as well as empowering
end users to self-help.
- Ensure that information security policies and
procedures are adhered to.
- Drive actions within the Service Desk area to
achieve the ISO 27001 accreditation.
- Provide on site support to Executives and Trading
teams in the London office.
Requirements
· 1st/ 2nd line technical background
· Technical certifications considered a plus
· Helpdesk, desktop management experience
· Service oriented with a strong focus on customer
satisfaction
· Excellent decision making skills
· Excellent analytical and problem solving ability
· Expert knowledge of Windows OS, Linux and the way in
which applications interact
· Ability to understand and translate the strategic
direction into tactical execution points for the team
· 5+ years’ experience in a technical IT position
· Proven experience in IT services
· Exposure over many years to a wide variety of
applications and technologies
· In-depth knowledge of applicable data privacy practices
and laws
Benefits
- Continuous learning and skills development opportunities
- Exposure to enterprise environments, modern IT tools, and cloud technologies
- A supportive culture that values people, performance, and growth
- Opportunities to work with global teams
