Product Features
Blog
Contact Us
Sign In
ION Group
,
London, Greater London
IT Support Engineer - 3350
Overview
Job Description
As a member of the IT Services Team, you will provide a first line and second line support for the internal IT Infrastructure and Business Applications deployed in Fidessa to employees on a regional and global basis. This is an exciting chance to gain experience working in a front-line support environment and develop your technical skills and system knowledge. The successful candidate will need a strong technical background in desktop support for Microsoft Windows and Office, as well as experience in general PC and 3rd party application support. A relevant Microsoft or CompTIA Certification is not required but would be preferred, an ITIL qualification would also be advantageous. Knowledge of endpoint protection is required and experience with Blackberry applications, Avaya phone systems and Audio/Visual technologies will be beneficial. There will be extensive internal user interaction and the ability to work in a team environment, flexibility, enthusiasm and a result oriented approach is a must. There will be a requirement to be involved in the general maintenance of the IT Services environment, with weekend work being required from time to time. Key Requirements Practical experience of working in an internal/operational support role Windows 7 & 10 desktop experience Experience with Anti-Virus/Endpoint Protection software Strong MS Office 365 skills, particularly Outlook, Excel, and Word Calmness under pressure and ability to maintain good humour Ability to communicate confidently and concisely using business acumen Be able to grasp concepts quickly, and have attention to detail Ability to create and maintain strong working relationships both with users and technical teams Excellent documentation skills Ability to organise and prioritise own work Ability to meet deadlines and adapt to changing priorities Positive and flexible "can do" attitude with the ability to work well in a team environment Essential Skills and Knowledge: Strong troubleshooting and problem solving skills Clear, accurate and concise written and verbal communication skills Duties and Responsibilities Provide first line support for internal IT equipment and systems used by ION employees PC hardware and software installation and troubleshooting, including peripherals Support of LoB Applications such as SAP, HP Quality Center and Remedy Helpdesk Accurately record/assign details of calls in our issue tracking system Accurately categorise faults and queries and prioritise them in accordance with agreed Service Levels Ensure that all Help Desk related issues are resolved or where necessary escalated Manage call-logging queues as required, ensuring timely and accurate professional feedback on progress Provide advice, guidance and assistance in the rapid restoration of normal services to internal users Identify problem areas where training and education could reduce the level of calls Ensure that all IT related equipment is configured to an agreed specification and documented as necessary Produce weekly and monthly statistics for distribution to key personnel Produce and maintain documentation for use by end users and other members of the Corporate IT team Ability to do shift work between 7am - 7pm, as well as additional hours as required Ability to provide cover in the London and Woking offices when required. Advance notice for this will be given General Information The role holder will be expected to perform any other duties that may reasonably be asked of them. This is an excellent opportunity to join one of the UK's leading software specialists in the exciting global finance sector.