The Role:

We are seeking a skilled and detail-oriented Level 2 Service Desktop Engineer to join a financial services client. The ideal candidate will have strong technical expertise in IT support, service delivery, and infrastructure management, along with a comprehensive understanding of ITIL processes. This position requires someone who is proactive, solution-oriented, and able to efficiently manage multiple IT service-related tasks in a fast-paced environment.

Key Responsibilities:

• IT Service Delivery & Infrastructure Support:

  Provide second-line support for all IT-related incidents, requests, and issues raised by end users, ensuring timely and effective resolutions. Collaborate with other IT teams to resolve complex issues.

• ITIL Process Adherence:

  Demonstrate a solid understanding of ITIL processes related to IT service delivery and infrastructure management. Apply ITIL best practices for incident management, problem management, and change management to ensure efficient service delivery.

• User ID Management:

  Manage user identities and access permissions within Active Directory, including user account creation, deletion, modification, and regular reporting to ensure accurate and up-to-date user access.

• PC & VDI Support:

  Provide end-user support for Windows 10 operating systems and desktop environments, including Virtual Desktop Infrastructure (VDI) support. Troubleshoot hardware and software issues and ensure optimal performance.

• Network Support:

  Understand and assist in basic network configurations and troubleshooting, including TCP/IP, DHCP, and DNS.

• Service Desk Management:

  Utilize Service Desk tools to log, manage, and escalate tickets as required. Ensure accurate and timely updates on ticket statuses, maintaining a high level of service excellence.

• Audit Evidence Capture:

  Assist in capturing and maintaining IT audit evidence as required, ensuring compliance with internal policies and external regulatory standards.

• Daily IT Status Management:

  Complete the morning IT status checklist, ensuring systems are operational and key tasks are completed for the day.

• Backup Management:

  Oversee the daily, weekly, and monthly tape backup procedures to ensure all critical data is appropriately backed up and retrievable when required.

• IT Reporting:

  Generate and contribute to monthly IT status reports, highlighting key issues, resolutions, and performance metrics.

• Scripting and Automation:

  Develop and maintain shell scripts (PowerShell, Python) to automate routine tasks and improve IT efficiency.

• Communication and Collaboration:

  Maintain clear communication with team members, stakeholders, and end-users. Provide detailed and concise updates on issue status, resolutions, and recommendations.

Key Requirements:

• Education and Certifications:

  A relevant tertiary qualification or certification in IT or a related field is desirable.

• Technical Skills:

• In-depth knowledge of Windows 10 operating systems and desktop support in VDI environments.

• Basic understanding of networking concepts (TCP/IP, DHCP, DNS).

• Experience with Active Directory (user management, reporting).

• Proficiency in using Service Desk tools for ticket creation, management, and escalation.

• Experience with IT audit evidence capture and reporting.

• Scripting Skills:

  Experience with shell scripting (PowerShell, Python) to automate processes and enhance system management.

• Problem-Solving and Troubleshooting:

  Strong troubleshooting skills, with the ability to resolve complex technical issues in a timely manner.

• ITIL Process Knowledge:

  Understanding of ITIL processes related to service delivery and infrastructure management, with the ability to apply these practices in day-to-day tasks.

• Backup and Reporting:

  Experience in managing tape backups and generating IT status reports on a monthly basis.

• Communication Skills:

  Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical users.

Preferred Qualifications:

• ITIL certification (Foundation level or higher)

• Relevant certifications in IT support (e.g., CompTIA A+, Microsoft Certified: Windows 10, etc.)

• Previous experience in the financial services sector or a regulated environment.