Helpdesk Support Engineer

United Kingdom, Europe
Job ID: 1401

Job Description

Our client is a global investment management firm that utilises a diversified portfolio of systematic and quantitative strategies across financial markets that seeks to achieve high quality, uncorrelated returns for our clients. A technology and data-driven firm which designs and builds their own systems, from high performance trading platforms to large scale data analysis and compute farms.

Job Responsibilities

The Helpdesk Engineer will support a global community of approximately 450 users in a Windows environment. The successful candidate will interact onsite and remotely with users to provide support with workstation applications such as Microsoft Exchange/Outlook, Microsoft Office in an on premise or cloud-based solution; access control policies via Windows Active Directory; remote access assistance and hardware issues.

  • Provide 24/5 support on-site and to a global community of approximately 450 users as per business requirement
  • Provide on-call weekend support on a rotational basis
  • Manage raised requests and incidents in a timely manner following well-rehearsed internal request runbooks/knowledge based and incident management and request fulfilment processes
  • Partner with Level 2 & 3 internal and external teams/vendors as appropriate to help troubleshoot more complex incidents
  • Provide alert management to pro-active resolve failure alerts, degraded services and unavailable services through internal monitoring tools
  • Proactively automate common tasks to improve efficiency and increase productivity
  • Collaborate with internal and external teams to develop strategic solutions
  • Perform related duties & responsibilities as requested

Technical Experience and Knowledge

  • Detailed knowledge and experience in a Microsoft environment supporting Windows 10, Windows Server 2012+, Office Suite including Outlook, Office 365 and Azure, including OneDrive, DLP and SharePoint
  • Detailed knowledge and experience with Active Directory, Group Policy, remote access solutions and software deployment
  • Detailed knowledge and experience installing, troubleshooting and managing desktop hardware
  • Relentless dedication to customer service
  • Works with minimum supervision, proactively follows up on outstanding issues/tickets
  • Ability to handle multiple tasks with changing priorities and capable to handle frequent interruptions positively
  • Strong analytical, prioritising, interpersonal, problem-solving skills
  • Strong verbal and written communication skills
  • Demonstrated collaborative skills and ability to work well within a team
  • Ability to work in a fast-paced and deadline-oriented environment
  • Self-motivated with critical attention to detail, deadlines and reporting
  • Demonstrated interest in learning about new and emerging technologies
  • Self-directed learner and ability to find solutions to problems they have not encountered before

Preferred Qualifications

  • PowerShell and Python
  • Networks experience
  • Knowledge of Linux operating systems

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