Job Description
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.
Roles and Responsibilties:
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.
RequirementsExperience:
· 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
Qualifications:
· 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
Understanding of project management principles and application
BenefitsAt Excis, your expertise directly contributes to operational success and user satisfaction across a global organization. You’ll work in a collaborative, hands-on environment that values learning, innovation, and teamwork.
What We Offer
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
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
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