Senior Onsite Technical Support Engineer

RFA; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading IT services company is seeking a Senior Onsite Technical Support Engineer in London. The role involves providing technical assistance to clients, troubleshooting hardware and software issues, and maintaining IT systems. Ideal candidates will have extensive experience in systems maintenance and end-user support, particularly in the financial services sector. This is a full-time position offering competitive salary and opportunities for professional growth.

Qualifications

• 4+ years of IT experience in an enterprise environment.
• 3+ years of systems maintenance and end-user support.
• Experience in financial services and MSP preferred.

Responsibilities

• Provide on-site technical support and troubleshoot issues.
• Maintain systems and install new equipment as needed.
• Manage ticket queue and ensure timely responses.

Skills

Troubleshooting

Critical Thinking

Communication

Tools

Windows Server

MS Exchange

Active Directory

LAN/WAN

MDM

Microsoft Office Suite

VMware

Citrix

Cisco

Job description

Senior Onsite Technical Support Engineer

Senior Onsite Technical Support Engineer

The Onsite Senior Technical Support Engineer provides technical assistance to computer system users. Responsibilities include answering questions or resolving computer problems for Clients in person, via telephone, or from remote location as well as providing assistance concerning the use of computer hardware and software, printer installations, word processing, electronic mail, and operating systems.

• Provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.
• Maintain systems, install new equipment, and make modifications to client infrastructure as requested.
• Able to troubleshoot mobile devices (setup, email and security tokens).
• Assist system users by confidently troubleshooting Tier 1-Tier 3 issues, including: Active Directory, MS Exchange, O365, MDM, SharePoint and DNS.
• Evaluate client’s operational efficiency of different IT systems and recommend improvements.
• Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner.
• Interact with RFA clients using clear and concise communication in order to facilitate ticket status updates and product availabilities.
• Manage MS Exchange environments and Active Directory (e.g., add, delete, change) as needed and keep up-to-date.
• Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client.
• Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgement to apply most effective resolution methodology.

Qualifications

• +4 years of related IT experience in an enterprise or server based environment.
• Must have 3+ years of recent systems maintenance and end user technical support experience.
• Financial services industry and MSP experience preferred.
• Excellent desktop and server troubleshooting skills.
• Strong hands-on experience in Windows Server, MS Exchange/365, Active Sync, Active Directory, LAN/WAN, MDM and Microsoft Office Suite
• Knowledge of VMware, Citrix, MDM (Mobile Device Management), Disaster Recovery, Cisco, SAN (e.g., EMC, Equallogic), and Cyber Security (e.g., IPS, IDS).
• Exhibit a high-level of professionalism and sound judgement.
• Experience with ConnectWise or similar ticketing system preferred.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting and Financial Services

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