Job Application

Desktop & Technical Support Engineer - 2nd Line - Airwatch - Google Suite - Windows - Linux - MacOS

We are actively seeking a proficient and proactive 2nd Line Support Engineer to join one of our dynamic clients based in the UK. This role will primarily focus on providing onsite technical assistance at their London offices while also contributing to the Global IT support desk. The ideal candidate will collaborate with the global team, playing a crucial role in ensuring the smooth operation of our IT systems and delivering effective support to our internal users.

Why the role matters:

As a ember of the Global IT Support team, you'll need to adeptly handle a variety of technical challenges, as you'll be tasked with addressing issues across all levels of complexity. Your duties will involve addressing tickets raised in the Global Service Desk triage queue, requiring a high level of technical expertise and problem-solving skills.

What you will do:

• Provide onsite technical support to end-users at the London office, including troubleshooting
  hardware, software, and network issues.
• Oversee the entire process of onboarding and offboarding IT equipment for the London office, particularly laptops, ensuring a seamless transition for new hires and departing employees.
• Install, configure, and maintain IT equipment, including desktops, laptops, printers, and peripherals.
• Respond to IT support tickets and service requests in a timely manner, ensuring issues are resolved efficiently and to the satisfaction of end-users.
• Manage the setup, maintenance, and troubleshooting of meeting and all-hands audiovisual equipment to ensure seamless communication and collaboration experiences for team members and stakeholders.
• Collaborate with the IT team to implement and maintain IT infrastructure, including Servers, networking equipment, and software systems.
• Assist in the setup and configuration of new IT equipment for employees, including provisioning user accounts and access permissions.
• Conduct regular maintenance tasks, such as system updates, patches, and backups, to ensure the security and stability of IT systems.
• Provide technical guidance and support to end-users on IT-related issues, including software applications, email, and remote access solutions.
• Document IT processes, procedures, and troubleshooting steps to facilitate knowledge sharing and training for end-users.

The successful candidate will be instrumental in ensuring the smooth functioning of the IT infrastructure and enhancing user experience through proactive support initiatives.

What is Required:

• At least 5 years experience in a IT Support role
• Expert level skill as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Familiarity with utilising Airwatch Workspace One application for mobile device management, including the configuration and management of device policies, application deployment, and security settings.
• Familiarity with Google Suite of products, including Gmail, Google Drive, Google Docs, and Google Calendar, for efficient collaboration and productivity.
• Familiarity with Trend Av antivirus software for endpoint protection, malware detection, and threat prevention.
• Familiarity with BeyondTrust privileged access management solutions for controlling, monitoring, and auditing privileged access to critical systems and sensitive data.
• Familiarity with remote desktop applications and help desk software (eg. Connectwise, AirWatch, Jira Service Desk etc.)
• Strong hands-on experience with provisioning Windows/Linux/MacOS/ChromeOS/iOS and Android laptops for joiners, and re-imaging them for leavers.
• Ability to diagnose and troubleshoot basic technical issues
• Experience with physical install & cabling of network and backup power (UPS) equipment.
• Providing comprehensive support for VPNs, ensuring secure and uninterrupted remote access for all users.
• Facilitating the setup, maintenance, and troubleshooting of conference room equipment, including speakerphones, cameras, and TVs, to ensure seamless communication and collaboration during meetings and presentations.

Intersted? Please do apply and one of the team will be in touch!