Desktop Support Engineer

Job Description – EUC/Desktop Support Engineer - Liiverpool City Centre
 
Windows 10, 11, Exchange, Active Directory, ITIL Office 365, SCCM, Azure, Intune

This role is an opportunity to be foundational in creating the technology estate for an entirely new ‘green field’ architecture for a truly Fintech focused business. 
 
As End User Support Analyst based in our Liverpool office, you will be the first point of contact and be focused on bringing the absolute best of support and service to our staff within the 1st and 2nd line arena. Working as part of the Solutions Technology team to provide both operational support and project activities. 
 
Your duties will range from ticket triage and escalations to software and hardware troubleshooting and provisioning, user account administration and imaging laptops for new starters. You will be working as part of a close-knit team and be expected to contribute to service improvement activities as part of your role, examining what we could do differently to positively impact both the wider business and the internal team.
 
 
Key Accountabilities and main responsibilities
 
Operational Support 
•    Ticket triage / categorisation / prioritisation / assignment / escalations.
•    User account updates, network share access, account provisioning / termination.
•    Mailbox creation in Microsoft Exchange.
•    Software installation by manual, scripted or centrally managed methods.
•    Creation of software packages for installation
•    Building, maintaining and decommissioning or rebuilding of end points.
•    Proactive mindset with the ability to close knowledge gaps and reduce waste.
•    Contribute to technical support articles in the knowledge management database.
•    Drive service improvement by developing process and procedure documentation.
•    Support the major incident management and problem management process as required.
Experience & Personal Attributes
 
Essential skills and experience
•    Windows desktop operation systems (Windows 10 + 11)
•    Provisioning and imaging of end points
•    Active Directory administration
•    Exchange (on-prem or Office 365)
•    Experience working on a Service Desk - providing IT support
•    Experience in working with an ITSM tool (eg: ServiceNow or Jira)
•    Experience in working within an ITIL environment.
•    Strong written and verbal communication.
•    Attention to detail and ability to clearly document knowledge articles.
•    Proactive in looking for solutions and improvements.
•    A genuine passion for technology.
Desired skills and experience
•    Experience of Azure and Office 365 or other cloud technologies
•    Knowledge of VDI solutions
•    Programming or scripting (PowerShell preferable)
•    Formal technical accreditation including ITIL
•    Knowledge of SCCM and InTune or other end point management solutions