IT Support Engineer with 1st and 2nd Level Support

Jas Gujral; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A successful bank in Mayfair, London is seeking an IT Support Engineer specialized in 1st and 2nd Line support. The ideal candidate will have 3-5 years of experience providing technical support, ensuring compliance with auditing principles, and assisting with IT migrations. This role includes troubleshooting, documentation, and liaising with international teams. The position is a 12-month fixed-term contract with a negotiable salary ranging from £30K to £40K.

Qualifications

• 3 to 5 years experience of 1st and 2nd Level IT Support.
• Ability to educate and support users with varied IT knowledge.
• Experience with ITIL best practices in operations.

Responsibilities

• Provide onsite IT support from Monday to Friday.
• Support ad-hoc out of hours on Bank Holidays/Weekends.
• 1st and 2nd Line Troubleshooting and Documentation.
• Deliver high standards of client support and service.
• Liaise with teams across locations for complex issues.
• Maintain up-to-date IT data for compliance and audits.

Skills

1st and 2nd Level Support

Microsoft Windows

Active Directory

Citrix XenApps

Networking

PowerShell

VPN troubleshooting

Router maintenance

Job description

IT Support Engineer with 1st and 2nd Level Support

Our Client is a very successful bank with offices across Europe and the Middle East.

The Client is looking to recruit a 1st & 2nd Line IT Support Engineer for the Bank’s Mayfair London office.

You will have at least 3 to 5 years experience of 1st and 2nd Level Support as an Engineer.

Covering a range of various duties from Desktop and Mobile support, to supporting our 150+ user base with 5‑days a week onsite support with very limited to zero working from home, AV Support and other IT side‑desk tasks.

Your role will also allow you to work and learn from our Infrastructure, Communications, iSeries and Development Teams – semi‑involved with various streams of IT work for 2024 (new imaging process – new ITSM tool – and many more projects coming in 2024).

Responsibilities

• Required to cover onsite IT Support – Monday to Friday between our business hours of 08:00am → 17:30pm (UK).
• As we work closely with our parent company in the Middle East and our European Branches, we require supporting ad‑hoc out of hours support on Bank Holidays/Weekends which is rota based between the engineers in the team.
• 1st and 2nd Line Troubleshooting / Root‑Cause Analysis, Documentation write ups for Knowledge Base Articles
• Be an integral part of the Support team in supporting and delivering all aspects of services and full range of client support including, but not limited to: Workstation Imaging, Hardware Configurations, Deployment of Software and Hardware, AD Management, Asset Management, Ticket Queuing Management and general overall efficiency to deliver the best service we can to our Users.
• Be the face and central point of all incoming IT queries and issues, with following ITIL best practice to ensure we always deliver high‑standards of operations
• Liaise with colleagues in London, Europe and Jordan (Middle‑East) and external support / 3rd party to deliver resolutions for complex matters as we’re in the process of many IT migration projects from legacy to new as well as life‑cycling projects
• Ensure all key data for the Bank's IT is up‑to‑date, relevant and maintenance to high‑level, to comply with the Bank’s auditing principals and processes.
• Ensure the Support Team achieve SLA targets the business outlines and be part of a proficient and proactive Support Unit
• Ability to educate and support User bases of varied level of IT knowledge
• High standard support for our VIPs (C‑Level and Heads of Departments)

Technical Skills Required

• Exposure to Market Data, Bloomberg, Trader Support (bonus)
• Microsoft Windows (all versions) experience to a high level (troubleshoot and effectively resolve issues by research/using knowledge bases in a confident way).
• Active Directory to a medium‑high level - security groups, administration/deployment, LDAP, ADSI.
• Know‑how of Citrix XenApps – Administration, Maintenance and Support of existing Citrix XenApps server farm
• Windows Server Environment 2012/2016 - design, deployment, maintenance and support.
• Networking - design/troubleshoot/installation (DNS – DHCP – VLAN – Proxy Understanding - TCP/IP and OSI) to a moderate to advance level
• PowerShell to a moderate level
• VPN troubleshooting and Support understanding necessary.
• Router maintenance - wireless configuration, installation and setups

This is a 12 month FTC position.

The salary will be negotiable in the range £30K - £40K.

Do send your CV to us in Word format along with your salary and notice period/availability.