Technical Support Engineer

Job description

Tasks

• Troubleshooting and managing problems with Windows, Mac, iOS and mobile systems
• First and second line support for Microsoft and Apple operating systems and Office applications
• Software deployments with Microsoft SCCM
• Third and fourth line support for service requests
• Proactive incident and problem management
• Checking hardware for troubleshooting, troubleshooting and escalation to specialists
• Work with a wide range of technologies (hardware and software) under an IT service desk model
• Triage of the general team queue and own queue
• Answering queries that the team cannot resolve
• Promotion of service enhancements to continuously improve quality and user satisfaction
• Collaborate with service desk colleagues and local support teams to develop and improve the service
• Ensuring a single owner for the effective provision of systems and services
• Ensuring that appropriate SLAs are adhered to in IT services

Requirements

• Experienced employee with a strong ability to support applications and troubleshoot Windows desktops
• Advanced troubleshooting skills
• Experience in troubleshooting hardware and software issues related to infrastructure
• Scripting skills (e.g. VBS or PowerShell) preferred
• Support for Apple and Android handsets as a second-line resource
• Knowledge of the ITIL management framework
• Organization and coordination across the diverse financial services experience preferred, but not required

We offer

• Modern office space in the Office Campus with easy access to transportation and facilities
• Flexible working hours
• Competitive remuneration package
• 20 days vacation pay
• Premium health insurance
• Employee assistance program
• Mental health
• Additional days off for long service and secondments
• Opportunities for professional development, including internal tech talks
• Opportunities to interact with the open source community