London - Client Support Services - Desktop Engineering

Edge Technology Group ,
London, Greater London
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Client Support Services ? Desktop Engineering Mission Statement: ?Edge Technology Group. We work with passion and integrity to deliver First Class IT services to Financial Services firms through friendly, professional, & quality staff. Our staff are our product and our service is our excellence.? Core Values + Always act in a professional manner. + Set a positive and motivational example to others. + Encourage team work and to always speak positively about the organization, our clients, and your colleagues. + Operate with a ?Help First? mind-set. + Innovate, inspire, and lead by example. + Treat others as you would expect to be treated. + Support one another. Client Support Services (CSS) desktop engineers are responsible for taking direction from the executive & regional management teams, and adhering to the responsibilities as outlined below. The CSS team will report directly into the regional Support Manager. CSS operatives are responsible for front line 1st ? 3rd line remote support, in addition to all On-Site 1st to 3rd line support engagements, and will act as project resources for the Professional Services team. Workflows, systems, policies, and procedures, must be utilised in the correct manner, in order to provide the end customer with the highest level of service. All CSS desktop engineers are our first port of call when dealing with client incidents and requests. Those within this team are responsible for setting the very best first impression possible when dealing with clients. It is the responsibility of CSS to focus on quality and not speed when speaking with customers. Desktop Engineer Responsibilities: + Daily management of all assigned Connectwise service items, providing daily updates to all tickets, and providing regular Client updates. + Ensure that SLA?s are upheld, and that the regional support operation maintains a high level of standards and service. + Ensure that all communication within Connectwise service items and any verbal or written correspondence is clear & concise. + Limit mobile phone and device usage at all times when on-site at client sites. + Limit repeat service incidents. + Adhere to all standards and processes as outlined by the Support Manager. + Innovate, inspire, and lead by example. + Treat others as you expect to be treated. + Ensure that Connectwise is used correctly for + a) Accurate & daily ticket updates + b) Accurate & daily billing information + c) Accurate engineer work roles and work types per incident + d) Accurate client information. + Support your colleagues, your manager, and the Executive Team. + Work hard to build relationships in order to retain and further all fixed On-Site support engagements. Job DescriptionThe Desktop Support Engineer assists clients with their trading floor-centric computer desktop systems. This position interfaces with engineering, networking and operations teams to provide quality systems support sand service to our financial clients.The Desktop Engineer position requires high levels of professionalism, strong problem solving skills and the ability to quickly learn new technologies. Functions include + Work closely with traders and client staff to provide superior support in our predominantly hedge fund clients + Creating and managing desktop images and applications. Physical setups of computers and software installations + Act as onsite support presence to support and test computer systems + Working with Edge TG network team to assist with resolution of networking issues + Upgrading computer hardware and software as required + Training client employees on the use of computer hardware or software systems + Ensuring tickets are closed on time and with high client satisfaction. + Perform duties on rotation based schedule including on call. + Desired skills & Experience + 3 plus years? experience in providing Desktop IT Support in sophisticated Trading Floor environments, where high levels of service and technical expertise are required. + Strong communication and customer service skills. + Demonstrated ability to work independently and have made strong technical and business judgments in mission critical IT support functions within a Financial Services environment + Strong diagnostic / troubleshooting skills + Driven to provide superior support. Demonstrate a true ownership mentality. + Willingness to be on call on scheduled basis or be available to work long hours to resolve client issues + Experience in working in Hedge Funds, Private Equity firms or smaller organisations where ability to learn new technologies and provide correct customer service is paramount. + Technical Skills + Strong knowledge of Win 7, Win 10, Active Directory and Exchange is essential. Expert in creating user accounts, creating distribution Lists and global contacts in Exchange etc. + Good understanding and experience working with WMware + Strong knowledge of industry standard desktop imaging and packaging. MDT or SCCM + Strong understanding of market

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