Lead Service Support Engineer

Sept 2017 Branding; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global technology firm is seeking a Lead Service Support Engineer based in London. The role demands strong experience in 3rd line desktop support and requires the candidate to design and implement effective solutions for technical support. Ideal candidates will possess knowledge of Microsoft desktop environments, Active Directory, and experience in secure environments. The position offers opportunities for continual service improvement and requires excellent communication skills.

Qualifications

• Must have strong experience working within 3rd line desktop support teams across multiple geographical locations.
• Strong knowledge of Active Directory domain services, group policy and account management tooling.
• Excellent time management and organisational skills.

Responsibilities

• Lead the technical support for global Deskside Support and IT Administrative teams.
• Design and implement effective technical solutions required by the business.
• Drive continual service improvement roadmaps.

Skills

3rd line desktop support experience

Technical knowledge of Microsoft desktop OS

Scripting experience

Active Directory knowledge

Collaboration tools knowledge

Experience in secure environments

Knowledge of Liquidware suite

Experience with SCCM OSD

Education

Career managing Desktop Support services

Tools

Liquidware suite (FlexApp and ProfileUnity)

SCCM

Job description

CLS helps clients navigate the changing FX marketplace – reducing risk and creating efficiencies. Our extensive network and deep market intelligence enable CLS specialists to lead the development of standardized solutions to real market problems. Our innovative, forward‑looking products make the trading process faster, easier, safer

and more cost‑effective – empowering our clients’ success.

Functional title

Location

London

Corporate title

L3

Report to

Department

Service Operations and Support

No. of direct reports

0

Job purpose

The Lead Service Support Engineer is primarily responsible for proving technical leadership to the global Deskside Support and IT Administrative teams located in global CLS offices.

The role will deliver an enhanced technical support capability that takes ownership of the EUC service. The role will be responsible for the design and implementation of effective technical solutions required by the business as well as identifying and driving continual service improvement roadmaps for supported products and services.

Experience / essential and desired for successful job performance

• Must have strong experience working within 3 rd line desktop support teams across multiple geographical locations.
• Must have good technical knowledge of supporting, deploying and managing Microsoft desktop operating systems, desktop applications and monitoring/management tools preferably in a Citrix VDI environment.
• Must have strong experience of application discovery, analysis, and packaging.
• Must have must a strong scripting experience
• Strong knowledge of Active Directory domain services, group policy and account management tooling.
• Strong knowledge of mobile communications, remote working technologies, desktop/video telephony services, unified communications and collaboration tools.
• Strong experience of providing cross training on technologies and operational processes. Ability to assess / identify knowledge gaps across technical teams.
• Ability to collaborate effectively with others to drive forward the key objectives of the team and the wider corporate goals.
• Strong documentation and report writing skills (to both technical and business audiences).
• Have excellent time management and organisational skills.
• Solid knowledge of ITIL framework (Incident, Problem, Change and Request processes).
• Experience of working in highly secure and complex environments.
• Knowledge and experience of the following products:
  • Liquidware suite (FlexApp and ProfileUnity)
  • SCCM OSD and Task Sequences

Qualifications / certifications

• Proven career managing and developing Desktop Support services in mission critical environments.

Success factors / ‘How’. Personal characteristics contributing to an individual’s ability to excel in the position

• Possess a strong service-oriented mind set who can consistently deliver a high level of service to the business.
• Strong team working skills, both as a contributor and facilitator.
• Have the ability to influence decisions.
• Ability to communicate complex technical issues to different levels of management
• Proactive individual who can take the lead in engaging with the business stakeholders
• Self‑motivated to exceed management expectations and objectives.
• Demonstrate strong technical, analytical, and problem‑solving skills.
• Able to manage their time effectively and prioritise their own and their team's workload to meet changing demands from the business.
• A high level of presentation and communications skills with the ability to communicate confidently with both business and technical staff at all levels.