2nd Line Support Engineer
at Robert Half International UK

Date Posted: 09/03/2020

Job Description

Ref ID:  06030-0011338185


The successful candidate will be responsible for the delivery and support of end user and workspace technology to AB staff across EMEA offices. The candidate will be expected to build strong relationships with the business staff and management, acting as a trusted advisor for technology solutions as well as providing ongoing training to increase awareness and adoption of technology. This is a client facing role which will have daily interaction with AB business and technology staff, including executive management.

Responsibilities Include:

- Act as a trusted advisor for business and technology teams serving as a go to for all technology related matters. Engage technology product management to provide solutions for staff, product and service feedback ensuring ongoing enhancements to AB's technology.

- Respond and proactively address employees' technology questions regarding computer systems, telecommunication devices, and software programs.

- Provide individual and group technology training sessions to staff. Deliver best practices for new and existing hardware and software technology releases. Train new hires on AB technologies required for their role.

- Utilize existing IT management systems (ServiceNow, eRequest, Change Control, etc.) to manage the delivery of services. If necessary, coordinate resolution with vendors and ensure follow-up.

- Perform ordering, installation and maintenance of physical computers, thin clients, virtual machines and related hardware and software. Install and support desktop IP telephony and telecommunications equipment. Perform moves/adds/changes for all desktop and telephone hardware as needed.

- Actively update and maintain inventory management, request, incident and purchasing systems. Ensure all systems are properly documented and updated with latest troubleshooting techniques.

- Review daily metrics of problem and incident activities using IT management systems ServiceNow and eRequest.

- Coordinate efforts with technology staff from other departments. Act as liaison between the staff and these various groups. Communicate technology changes and needs to all parties

- Stay apprised of new technologies and trends in the technology industry, with a view to providing more comprehensive technology-related services to the office. Act as a technology information resource for the staff and management.

- Understand the evolving technology needs of the business units in the offices/floors of support. Provide custom technology-based solutions for the office as needed. Provide written training for staff on software/technology issues on a regular basis.

Describe the applications and business or enterprise functions the role supports:

This role will be responsible for the delivery, adoption and support for all end user and workplace technology across the EMEA offices. These includes but is not limited to the desktop computing environment (Citrix virtual desktop, Office 365, Windows and Apple OS, etc.) mobile and BYOD devices (Mobileiron, iOS, Android, Chromebooks, etc.), communication and collaboration tools (Symphony, Skype, etc.), file services, telephony, and all desktop software. The role will work with users from all business units at AB.

What makes this role unique or interesting?

This role is business aligned and provides the opportunity to work closely with every aspect of the business and IT understanding how technology impacts our business as well as contribute to the products and services that will improve their business. This role also allows for travel to the satellite offices.

Qualifications, Experience, Education, Skills:

Bachelor's degree required. Proven track record of supporting demanding and high energy users. Demonstration of strong verbal and written communications skills in a corporate environment. Strong executive presence and high energy.

Special Knowledge (if applicable):

• Excellent interpersonal and communication skills. Strong business and technical writing skills. Experienced in delivering technical training.

• Strong understanding of IT Service Management practices. Experience in using ITSM programs and the use of ServiceNow.

• Excellent troubleshooting, technical/ creative problem-solving and analytical ability.

• Strong presence and presentation skills

• Knowledge of Windows Server. E.g. folder redirection, roaming profiles, distributed file system (DFS), permissions and shares.

• Strong knowledge of Windows 7 and 10 operating systems

• Strong knowledge of Apple, Android, and Blackberry mobile devices

• Knowledge of Microsoft Active Directory and Active Roles interface

• Knowledge of Cisco desktop phones and features

• Knowledge of Virtual Desktop Infrastructure (VDI)

• Knowledge of PC & server hardware (Dell, Lenovo, HP) and peripherals.

Location: City/State/Country: London, United Kingdom

The salary range/rates of pay is dependent upon your experience, qualifications or training.

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Where rates of pay or salary ranges are detailed these are dependent upon your experience, qualifications or training. If you wish to apply for this position please read our Privacy Notice which details how we may use, process, store and disclose your Personal Information: www.roberthalf.co.uk/privacy-notice.

Job Snapshot

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