Omni Inclusive
End User Support Engineers - L1 Support
Role Responsibilities
Diagnosis and Resolution
Analyse and troubleshoot technical issues faced by end-users, including software, hardware and system related problems. Providing timely and accurate solutions to resolve these.
Customer Interaction
Interact with end-users professionally and emphatically. Address their concerns, answer queries and guide them through problem-solving steps.
Remote Assistance
Utilize remote desktop tools to provide support.
Escalation Management
Evaluate and escalate complex issues to higher-level technical teams when necessary. Ensure critical problems receive prompt attention and resolution. Have a clear understanding of the escalation and Major Incident processes and your role within this.
Collaboration
Work with colleagues across IT teams to resolve challenging technical issues. Share insights and contribute to continuous process improvement.
Hardware troubleshooting
Diagnose failures, troubleshoot hardware issues and guide users through basic maintenance tasks.
Documentation
Ensure all calls are logged using Service-Now, these include shoulder taps. Picking up calls in a timely manner and keeping the tickets updated as to your progress. Take ownership of the ticket.
Experience / Competences Essential
Solid technical desktop support experience, within a financial services organization (Trading / Broking Floor) Experience with SCCM, Active Directory, Office 365, Microsoft Windows (10/11) and Apple MAC Operating Systems Experience with Market Data Systems (e.g. Bloomberg, LSEG, ICE) Experience with Audio and Video Conferencing technologies (e.g. Cisco / Webex/ MS Teams) Experience with OKTA or similar MFA technology Understanding of TCP/IP, DNS and Internetworking Technology Ability to identify, manage and resolve issues in a timely manner Respond to end users requests effectively and communicate with them at all times Ability to work independently and as part of a team Excellent problem solving skills Time management Strong communication and interpersonal skills Ability to manage multiple tasks and priorities Ability to work under pressure in a fast paced environment whilst remaining calm Familiarity with ITSM practises and principles Familiarity with AWS workstations Solid experience with ServiceNow Desired
ITIL framework knowledge Familiarity with PowerShell scripting knowledge BYOD and Corporate mobile configurations using Intune Industry certifications such as Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel or ITSM products
Special Job Requirements:
Shift rota basis Occasional Bank holiday / weekend working requirement Occasional Support at other London offices.
Diagnosis and Resolution
Analyse and troubleshoot technical issues faced by end-users, including software, hardware and system related problems. Providing timely and accurate solutions to resolve these.
Customer Interaction
Interact with end-users professionally and emphatically. Address their concerns, answer queries and guide them through problem-solving steps.
Remote Assistance
Utilize remote desktop tools to provide support.
Escalation Management
Evaluate and escalate complex issues to higher-level technical teams when necessary. Ensure critical problems receive prompt attention and resolution. Have a clear understanding of the escalation and Major Incident processes and your role within this.
Collaboration
Work with colleagues across IT teams to resolve challenging technical issues. Share insights and contribute to continuous process improvement.
Hardware troubleshooting
Diagnose failures, troubleshoot hardware issues and guide users through basic maintenance tasks.
Documentation
Ensure all calls are logged using Service-Now, these include shoulder taps. Picking up calls in a timely manner and keeping the tickets updated as to your progress. Take ownership of the ticket.
Experience / Competences Essential
Solid technical desktop support experience, within a financial services organization (Trading / Broking Floor) Experience with SCCM, Active Directory, Office 365, Microsoft Windows (10/11) and Apple MAC Operating Systems Experience with Market Data Systems (e.g. Bloomberg, LSEG, ICE) Experience with Audio and Video Conferencing technologies (e.g. Cisco / Webex/ MS Teams) Experience with OKTA or similar MFA technology Understanding of TCP/IP, DNS and Internetworking Technology Ability to identify, manage and resolve issues in a timely manner Respond to end users requests effectively and communicate with them at all times Ability to work independently and as part of a team Excellent problem solving skills Time management Strong communication and interpersonal skills Ability to manage multiple tasks and priorities Ability to work under pressure in a fast paced environment whilst remaining calm Familiarity with ITSM practises and principles Familiarity with AWS workstations Solid experience with ServiceNow Desired
ITIL framework knowledge Familiarity with PowerShell scripting knowledge BYOD and Corporate mobile configurations using Intune Industry certifications such as Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel or ITSM products
Special Job Requirements:
Shift rota basis Occasional Bank holiday / weekend working requirement Occasional Support at other London offices.