Level III - Service Desk Technician

Oxford Economics; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Level III Service Desk Technician to enhance their IT support operations. This role offers a unique opportunity to engage with cutting-edge technology while providing strategic advice and hands-on support. You will lead a team, mentor junior staff, and work closely with various departments to ensure smooth IT operations. If you are self-motivated, proactive, and have a passion for technology, this position will allow you to grow your skills and make a significant impact within the organization. Join a dynamic team where your contributions will help shape the future of IT services.

Qualifications

• 6+ years of IT support experience with a focus on infrastructure and cloud security.
• Excellent communication skills to build rapport with stakeholders.
• Proven experience in planning and development of IT systems.

Responsibilities

• Mentor 1st and 2nd line team members while managing daily activities.
• Assist in evaluating and implementing new technology solutions.
• Monitor support tickets and ensure satisfactory resolutions.

Skills

IT Support

Communication Skills

IT Infrastructure Planning

Cloud Systems

Security Systems

Microsoft Azure

Project Management

Active Directory

Microsoft Office365

Data Management Improvements

Education

Degree in Computer Science

Industry based Qualifications (MCSE, MCP, MCT, CCNA)

Tools

Microsoft Intune

Amazon Web Services

Job description

Level III - Service Desk Technician

Department: IT

Employment Type: Full Time

Location: London, UK

Description

Oxford Economics - a leading economic forecasting and consulting firm, is looking to hire a Level III Service Desk Technician.

As a Level III Service Desk Technician, you will play a vital role in planning, organising and supporting the global infrastructure. This multifaceted role combines strategic advice, internal and external customer relationship management, project work and ‘hands-on’ deskside IT support. This role provides an exciting opportunity to develop the organisation’s systems while broadening your knowledge of new technology and trends. The successful candidate will be self-motivated, proactive and continuously delivers to a high standard.

Key Responsibilities

Support

• Provide day-to-day mentorship and oversight to 1st and 2nd line team members in the London office, guiding daily activities.
• Assist with the evaluation and implementation of new technology.
• Assist in providing level 1 support when volumes are high.
• Act as second/third line escalation, performing post-resolution knowledge transfer with colleagues.
• Escalate incidents with accurate documentation to suitable analysis, developer or vendor, when required.
• Continuously monitor and action support tickets from internal and external customers, manage expectations, and provide a satisfactory resolution.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Reinforce SLAs to manage end-user expectations.
• Perform preventative maintenance, including checking and cleaning of servers, monthly patching and environmental checks.
• Test network performance, provide reports and recommendations based on the results.
• Maintain strong relationships with senior leaders and third-party suppliers.
• Assist the Data Protection Officer and IT Support Manager in maintaining quality assurance and data protection.
• Support Business Continuity Plans with well-architected disaster recovery solutions that meet agreed RPO and RTO times.
• You may, on occasion, be required to travel to our other offices within the European Region to provide on-site support when necessary.

Projects

• Assist with the execution of the IT roadmap working with the IT Operations Manager and Head of IT.
• Design and implement short and long-term plans to ensure cloud infrastructure capacity meets existing and future requirements.
• Conduct research and make recommendations on products, services, protocols, and standards in support of all infrastructure procurement and development efforts.
• Assist with the planning and deployment of infrastructure and cloud security measures.
• Develop, implement, and maintain policies, procedures, and associated training plans for cloud administration.
• Ensure services conform to the agreed compliance requirements set forth by current and planned accreditations and client requirements.
• Seek opportunities to continuously optimise systems and processes, using stakeholder feedback, taking account of technological improvements and new design patterns with cloud technologies.

Key Working Relationships

Internal:

• Economists / Business Analysts
• Information Technology / Infrastructure Architects
• CIO / Head of IT
• Marketing & Business Development

External:

• As Required

Skills, Knowledge & Expertise

Required:

• 6+ years of experience in IT Support and Operations.
• Excellent communication skills. You will have a natural ability to build rapport with stakeholders at all levels to influence decisions.
• Proven experience in IT infrastructure, Cloud and Security systems planning and development following best practices and information security.
• Significant experience with Microsoft Azure, Intune, PIM and storage accounts.
• Experience in evaluation and decision making.
• Working technical knowledge of current protocols, operating systems, and standards, including TCP/IP, OSI model, Microsoft Windows 11, Microsoft Windows 2016 onwards.
• Good project management skills and solid experience of working with IT departments on technical development projects.
• Extensive knowledge of Active Directory and related components, including but not limited to, Users and Computer, Group Policy, DNS, DHCP.
• Advanced knowledge of supporting Microsoft Office365 and Office suite.
• Ability to monitor and manage hardware and software assets for compliance.
• A significant track record of identifying and implementing improvements to data management systems and procedures.
• Proven experience in the planning and implementation of information security best practices.
• Ability to specify, procure and manage external technical services, to augment and/or deliver key aspects of the IT Support and Infrastructure.

Desired:

• Degree in Computer Science, Information Systems or equivalent Industry based Qualifications.
• Industry based Qualifications, MCSE, MCP, MCT, CCNA.
• Advanced Microsoft Azure and Amazon Web Services accreditations.
• Technical knowledge of data management and backup strategies.
• Knowledge of data compliance and security, and experience in advancing related organisational knowledge and practice.
• Strong technical knowledge of VoIP telephony systems.
• Detailed knowledge and experience of data best practice, data protection and legal requirements.
• Experience in evaluating and procuring technical 3rd party services.
• Previous experience in planning and delivering IT change programmes.