Desktop Support Engineer - L2/L3

NIIT TECHNOLOGIES ,
London, Greater London
More Details
Salary: £30,000 per annum 25 K to 30 K GBP per annum

Overview

Role & Responsibilities :- Actively self maintains recognized expert level knowledge in O365, Intune MDM, SCCM and new meeting room technologies Provides definitive and expert advice, training and support in meeting room technologies specifically Microsoft Teams, Teams Live Events, Surface Hubs and O365 Services Supports and promotes the development and sharing of specialist knowledge within the organization. Advice colleagues in line with Company Policy on Cyber Security Stakeholder Management: Customer Service Support Provides customer centric ICT service in TechHub Assists with the resolution of incidents and problem by using internal and external resources. Undertakes regular proactive floor walking activities and occasional site visits to national regional offices Service Operation: System Software Reviews and identifies those that merit action. Maintain and administer mobile devices management using Intune MDM. Tailors system software such as to maximize hardware functionality. Installs and tests new versions of system software. Investigates system software updates and coordinates the resolution of potential and actual service problems. Service Operation: Application Support Maintains application support processes and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate issues, collect performance statistics and create reports. Service Operation: Incident Management Prioritizes and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved and aged incidents. Facilitates recovery, following resolution of incidents. Maintains incidents record up to date and accurate Contributes in major incident resolution including Security breaches Documents and closes resolved incidents according to agreed procedures. Service Operation: Problem Management Investigates problems in systems, processes and services. Works with 3rd party and tracks, reports and until resolution. Assists with the implementation of agreed remedies and preventative measures. Initiates and determines actions to investigate and resolve problems in systems, processes and services. Works with providers in contributing to forums around product suggestions and development, active participation in Microsoft’s User Voice platform Provide Day to Day TechHub Support services. Face to face floor walk and TechHub support on a rotational basis. Analyze, document, and escalate all issues to appropriate support groups. Proactively review calls through our Helpdesk support system. Monitor and ensure timely escalation of customer incidents and requests to internal organizations and or vendors. Works with vendor support contacts to resolve technical problems. Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems process and review of system and application logs. Participate as a member of a Tech Hub where users may walk up for query resolution and conduct training sessions, as required Please note - This is a fixed term employment for 3 months This job was originally posted as www.totaljobs.com/job/89766843

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