IT Support Engineer

• First point of contact for all IT related queries. Troubleshoot incidents, escalate where required, ensure timely resolution.
• Log and track helpdesk tickets, keeping users up to date with timely and concise communication.
• Provide user support and training for general hardware and software on Windows, Apple and other mobile/telephony devices by email, telephone, remotely or in person, within agreed service levels in accordance with department guidelines.
• Identify, track, and escalate repetitive/severe issues, problems, and trends to upper tier support and/or management with supporting data.
• Configure, monitor, maintain, and where appropriate procure desktop, handheld, server, network, telecoms, copier/printer/scanner, and audio-visual hardware classes and related software.

• Manage local IT assets, including equipment assignment, license management, inventory maintenance and hardware decommissioning; perform routine maintenance and periodic replacement in line with global configuration standards and budgets.
• Perform daily/weekly/monthly system backup routines.
• Proactively identify potential changes and system improvements to present to senior team leaders for consideration and implementation
• Perform user activation/termination, profile, license, privilege, and password management.
• Ensure current documentation of local processes and procedures.

Requirements:

• 2+ years prior experience in a similar role
• Undergraduate degree (or equivalent qualification) in a computer-related discipline.
• A+ Certification. If not certified must commit to getting the CompTia A+ Certification (exams 220-1001, 1002) within the first 6 months of employment. Other relevant Certifications not necessary but encouraged.
• Desktop Support experience with good understanding and support of all aspects of IT infrastructure.
• Experience providing excellent customer service in person, remotely and globally.
• Some experience with networking infrastructure and VPN.

• Knowledge of Windows 10+ OS, Windows Server products and Apple operating systems.
• Experience providing hands-on support to desktop and infrastructure hardware
• Basic understanding of enterprise domain environment - ​​objects, users, GPOs
• Basic understanding of Windows Networking environment
• Daily management of ticket assignments with SLA applied to each ticket
• Exposure to LAN/WAN/WiFi networks
• MS Office/365 Troubleshooting Skills
• Ability to follow and complete checklists of daily operational tasks
• Ability to learn/understand in-house customized applications

Salary Benefits:

• 28 vacation days;
• Career opportunities + obtaining certifications
• Company laptop and telephone
• pension scheme
• Annual contract with a view to a permanent contract.

Our client is a global credit rating agency, news publisher and data analytics provider specializing in the insurance industry. Headquartered in the United States, the company does business in over 100 countries with regional offices in London, Amsterdam, Dubai, Hong Kong, Singapore and Mexico City.