L2 Onsite Support Engineer

WE’RE HIRING A L2 ONSITE SUPPORT ENGINEER IN UK!

Excis is a global organization driven by people, performance, and collaboration. We’re looking for a detail-oriented and proactive Onsite IT Support Engineer whois responsible forthe handling of day-to-day incidents, requests, providing technical subject matter expertise and providing an interface for technical support to the business – specifically Executives and Traders based in the London office.

Roles and Responsibilties:

• Management of incoming helpdesk tickets and calls in accordance with business SLA’s. Provision of telephone and email support to in-house and remote staff for Windows Operating Systems, industry applications, network and hardware issues.
• Act as a point of escalation for 1st and 2nd line teams ensuring knowledge and technical experience is documented and handed over.
• Resolution of incidents and requests to customer satisfaction using documented processes and procedures or escalating to 2nd/3rd Line using agreed processes.
• Ensuring tickets are kept up to date with progress and are recorded correctly.
• Install and maintain new and existing software on end user machines. Collection of Business Justification and Authorizations where required. Remote installation of authorized software. Liaising with third party support where required.
• Setup, maintain and remove user accounts and permissions on a variety of in-house platforms (Active Directory, Exchange/Office 365 and other industry applications)
• Input creation and maintenance of documentation and aspects of the business Knowledge Base to support knowledge sharing and upskilling amongst the team, as well as empowering end users to self-help.
• Ensure that information security policies and procedures are adhered to.
• Drive actions within the Service Desk area to achieve the ISO 27001 accreditation.
• Provide on site support to Executives and Trading teams in the London office.