Job Title

Business Summary Our client is a premier global independent investment banking advisory firm. Headquartered in New York and maintains offices and affiliate offices in major financial centers in North America, Europe, the Middle East and Asia. Job Summary We are seeking to appoint an onsite Desktop Support Engineer to join their team. The successful candidate will be responsible for providing technical desktop support throughout London and EMEA offices, ensuring a seamless IT experience delivering the highest level of customer service. They are specifically looking for an engineer who has supported C suite clients in an agile ITIL environment. They require a self-starter who will demonstrate proactive IT management Main Responsibilities IT Hardware Incident and task fulfilment for internal End User (predominantly Lenovo/Apple) Perform advanced troubleshooting to diagnose and resolve problems (repair or replace parts, etc.) with goal to get users back on the job including deploying temporary equipment as needed. Printer Support and configuration experience Procurement and configuration of EUC hardware Hardware Asset management lifecycle and refresh (CMDB) VIP support Video Conference Support Work closely with internal support groups and external service providers to identify, resolve, or coordinate the resolution for EMEAPAC High level knowledge and support experience of hardware, software, security, networks, internet, storage, with some understanding of Service Desk Experience of Problem management process and procedures Experience of Change management process and procedures Contribution to improvements and enhancements of processes/procedures Extensive Service Now ITSM experience such as Incidents, Requests & CMDB management Provide orientation and guidance to users on how to operate software and computer equipment Proactively identify any gaps in procedures or documentation and work with the colleague and managers to create or update accordingly Collaborate with Front of House team to track, schedule and coordinate room set Suggest innovative ideas and/or processes to improve operational quality. Office Moves Education and Experience Proven work experience as Desktop Support Engineer or Support Technician in a corporate environment Support of key technologies including MS Teams, Zoom, Intune, Citrix, VoIP, Microsoft Exchange Online, LANDesk Excellent customer service skills (VIP support advantageous) Experience creating and governing process and procedures Job Knowledge, Skills and Abilities Demonstrates ownership through lifecycle of issues or problems Service Now Asset management Reporting with (ServiceNow/excel/powerBI) MS Windows, MS Office, Exchange, Active Directory (O365) Android/iPhone OS ITIL knowledge Energetic and motivated Have exceptional organizational skills and self-motivated. Have highly effective oral and written communication skills Essential Technical skills Experience of utilising software to track incidents, requests, and problems (preferably ServiceNow) MS Windows, MS Office, Exchange, Active Directory (O365) Android/iPhone OS Intermediate account and group management in Active Directory, and MS Exchange Experience/good understanding of mobile device management (MS Intune preferred) Troubleshooting mobile devices (iOS and Android) Experience and good understanding of systems management tool (LANDESK preferred) Reinstalling Operating Systems with imaging software Good understanding of two-factor authentication Voice system administration: support, provisioning, and troubleshooting (Avaya preferred) Using Antivirus and malware software to clean PCs Video Conferencing setup and troubleshooting (Teams, Zoom, & AV hardware) Experience installing and troubleshooting conference phones (Analogue & IP) Experience with end user remote access (Citrix preferred) Good understanding of networking concepts Use of Excel to generate and manipulate data with experience of pivot tables and formulas Desirable but not essential Financial industry experience/similar Office relocation/desk move experience O365 certifications Security certifications Understanding of Group policy design, management, and implementation ITIL Foundation certification