Technical Support Engineer, Active Directory, Windows 10, SCCM, Microsoft Office, MDM, ITIL - JY/4847

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Technical Support Engineer, Active Directory, Windows 10, SCCM, Microsoft Office, MDM, ITIL

My client are a global technology firm who are seeking a talented Technical Support Engineer to join their team in Oxford. The Technical Support Engineer will play an important part in the Desktop Support for internal teams and strategic partners. The Technical Support Engineer will be responsible for supporting over 7,000 internal end users.

My Client’s strategy is to combine content with technology, supported by operational efficiency, to turn information into actionable knowledge. To delivery against our strategy, we employ over 7,000 people, including 1,000 technologists.

The Technical Support Engineer will have the following role:

                                         This is an opportunity to play an integral part in a regional Desktop Support function provided through internal teams and strategic partners, who are responsible for supporting over 7,000 internal end users.

                                         Great user experiences and relationships are paramount. This is a customer facing role therefore excellent stakeholder management skills are paramount for communicating and managing service level targets, resolving escalations and continual service improvement.

                                         The Technical Support Specialist must provide a high quality, and professional second line Desktop support for IT Services across the local or regional sites. Having a good understanding of business areas’ critical periods, processes and applications is essential.

The Technical Support Engineer will have the following Main Duties and Responsibilities:

                                         The primary role of the Technical Support Specialist is to apply workarounds and resolutions to IT Incidents to restore acceptable IT Services to the Business to allow colleagues to achieve their work goals and ultimately the core purposes of the company.

                                         The Desktop Technician may carry out diagnostic or test procedures to identify the cause of an incident either remotely or by visiting the customer. The initial responsibility is to restore services to the customer. Once workarounds are in place, details are to be documented and fed into the Problem Management process to identifying and resolve repeat incidents as problems. The candidate must ensure that support calls are managed and resolved to the highest professional standard and within agreed target times while meeting customer expectations.

                                         A high level of technical knowledge is needed to be maintained with a strong understanding of Desktop devices including; Windows operating systems, MAC, VPN and remote solutions, iPhone/Android and networking & Infrastructure, telecoms, security, active directory and VDI

                                         This technician collects and maintains information and provides management reports on inventory, project, incident, service request status, and ad hoc data as required. You will be familiar with employing advanced functions within enterprise client management and endpoint security system management tools as appropriate to support service delivery. Additionally there will be requirements to provide hands-on support for server and network hardware and software as directed by operations services owners.

                                         Regular liaison and the building of good relations with the Desktop Engineering team, and taking ownership of new technologies following handover into service is paramount

The Technical Support Engineer will have the following Excellent customer services skills:

                                         Excellent communication, listening, interpersonal, team working and tasks management skills

                                         Strong analytical and problem solving skills

                                         Good understanding of the role of IT within the business

                                         Good understanding of business area’s work and their critical periods

                                         Confidence to deal professionally with people at all levels in the organisation

                                         Proven technical aptitude and ability to learn technical skills and achieve professional qualifications

                                         Knowledge and belief in principles of ITIL specifically Incident, Problem, Configuration and Change Management; and Request Management

                                         Commitment to service improvement with a customer focused attitude

The Technical Support Engineer will have the following Technical Skills:

                                         Proven and advanced knowledge of desktop and thin client hardware/software

                                         Proven experience and knowledge of Active Directory, Windows Operating Systems (7/10), MS 2010 Applications (Excel, Word, PowerPoint, Outlook), Mobile Device Management administration (In Tune), SCCM

                                         MAC experience preferred

The Technical Support Engineer will have the following Education:

                                         Bachelor's degree, preferred in technical related field (desired)

                                         Experience of working in an ITIL service environment (desired)

                                         5+ years of related experience

                                         A+ certification

Technical Support Engineer, Active Directory, Windows 10, SCCM, Microsoft Office, MDM, ITIL

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