Overview

IT Support Engineer with 1st and 2nd Level Support

Our Client is a very successful bank with offices across Europe and the Middle East.

The Client is looking to recruit a 1st & 2nd Line IT Support Engineer for the Bank’s Mayfair London office.

You will have at least 3 to 5 years experience of 1st and 2nd Level Support as an Engineer.

Responsibilities

• Covering a range of various duties from Desktop and Mobile support, to supporting our 150+ User base with 5-days a week onsite support with very limited to zero working from home, AV Support and other IT side-desk tasks.
• Your role will also allow you to work and learn from our Infrastructure, Communications, iSeries and Development Teams – semi-involved with various streams of IT work for 2024 (new imaging process – new ITSM tool – and many more projects coming in 2024).
• Onsite IT Support – Monday to Friday between our business hours of 08:00am -> 17:30pm (UK).
• Ad-hoc out of hours support on Bank Holidays/Weekends which is rota based between the engineers in the team (due to coordination with our parent company in the Middle East and European Branches).
• 1st and 2nd Line Troubleshooting / Root-Cause Analysis, Documentation write ups for Knowledge Base Articles.
• Be an integral part of the Support team in delivering all aspects of services and full range of client support including, but not limited to: Workstation Imaging, Hardware Configurations, Deployment of Software and Hardware, AD Management, Asset Management, Ticket Queuing Management and general overall efficiency to deliver the best service to our Users.
• Be the face and central point of all incoming IT queries and issues, with following ITIL best practice to ensure high standards of operations.
• Liaise with colleagues in London, Europe and Jordan (Middle East) and external support / 3rd party to deliver resolutions for complex matters as IT migration projects from legacy to new and lifecycle projects.
• Ensure all key data for the Bank's IT is up-to-date, relevant and maintained to a high level, to comply with the Bank’s auditing principles and processes.
• Ensure the Support Team achieves SLA targets outlined by the business and contributes to a proficient and proactive Support Unit.
• Ability to educate and support user bases of varied IT knowledge levels.
• High standard support for VIPs (C‑Level and Heads of Departments).

Technical Skills Required

• Exposure to Market Data, Bloomberg, Trader Support (bonus).
• Microsoft Windows (all versions) experience to a high level (troubleshoot and effectively resolve issues by research/using knowledge bases).
• Active Directory to a medium-high level - security groups, administration/deployment, LDAP, ADSI.
• Know-how of Citrix XenApps – Administration, Maintenance and Support of existing Citrix XenApps server farm.
• Windows Server Environment 2012/2016 - design, deployment, maintenance and support.
• Networking - design/troubleshoot/installation (DNS – DHCP – VLAN – Proxy Understanding - TCP/IP and OSI) to a moderate to advanced level.
• PowerShell to a moderate level.
• VPN troubleshooting and support understanding necessary.
• Router maintenance - wireless configuration, installation and setups.

This is a 12 month FTC position.

The salary will be negotiable in the range £30K - £40K.

Do send your CV to us in Word format along with your salary and notice period/availability.