Level III Service Desk Technician - London

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Level III Service Desk Technician - London

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Description

Oxford Economics - a leading economic forecasting and consulting firm, is looking to hire a Level III Service Desk Technician.

Department: IT

Location: London, UK

Description

Oxford Economics - a leading economic forecasting and consulting firm, is looking to hire a Level III Service Desk Technician.

As a Level III Service Desk Technician, you will play a vital role in planning, organising and supporting the global infrastructure. This multifaceted role combines strategic advice, internal and external customer relationship management, project work and ‘hands-on’ deskside IT support. This role provides an exciting opportunity to develop the organisation’s systems while broadening your knowledge of new technology and trends. The successful candidate will be self-motivated, proactive and continuously delivers to a high standard.

Key Responsibilities

Support

• Provide day-to-day mentorship and oversight to 1st and 2nd line team members in the London office, guiding daily activities
• Assist with the evaluation and implementation of new technology
• Assist in providing level 1 support when volumes are high
• Act as second/third line escalation, performing post-resolution knowledge transfer with colleagues
• Escalate incidents with accurate documentation to suitable analysis, developer or vendor, when required.
• Continuously monitor and action support tickets from internal and external customers, manage expectations, and provide a satisfactory resolution
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Reinforce SLAs to manage end-user expectations.
• Perform preventative maintenance, including checking and cleaning of servers, monthly patching and environmental checks
• Test network performance, provide reports and recommendations based on the results
• Maintain strong relationships with senior leaders and third-party suppliers
• Assist the Data Protection Officer and IT Support Manager in maintaining quality assurance and data protection
• Support Business Continuity Plans with well-architected disaster recovery solutions that meet agreed RPO and RTO times
• You may, on occasion, be required to travel to our other offices within the European Region to provide on-site support when necessary
  
  

• Assist with the execution of the IT roadmap working with the IT Operations Manager and Head of IT.
• Design and implement short and long-term plans to ensure cloud infrastructure capacity meets existing and future requirements
• Conduct research and make recommendations on products, services, protocols, and standards in support of all infrastructure procurement and development efforts
• Assist with the planning and deployment of infrastructure and cloud security measures
• Develop, implement, and maintain policies, procedures, and associated training plans for cloud administration
• Ensure services conform to the agreed compliance requirements set forth by current and planned accreditations and client requirements
• Seek opportunities to continuously optimise systems and processes, using stakeholder feedback, taking account of technological improvements and new design patterns with cloud technologies
  
  

• Economists / Business Analysts
• Information Technology / Infrastructure Architects
• CIO / Head of IT
• Marketing & Business Development
  
  

• As Required
  
  

• 6+ years of experience in IT Support and Operations
• Excellent communication skills. You will have a natural ability to build rapport with stakeholders at all levels to influence decisions
• Proven experience in IT infrastructure, Cloud and Security systems planning and development following best practices and information security
• Significant experience with Microsoft Azure, Intune, PIM and storage accounts
• Experience in evaluation and decision making
• Working technical knowledge of current protocols, operating systems, and standards, including TCP/IP, OSI model, Microsoft Windows 11, Microsoft Windows 2016 onwards
• Good project management skills and solid experience of working with IT departments on technical development projects
• Extensive knowledge of Active Directory and related components, including but not limited to, Users and Computer, Group Policy, DNS, DHCP
• Advanced knowledge of supporting Microsoft Office365 and Office suite
• Ability to monitor and manage hardware and software assets for compliance
• A significant track record of identifying and implementing improvements to data management systems and procedures
• Proven experience in the planning and implementation of information security best practices
• Ability to specify, procure and manage external technical services, to augment and/or deliver key aspects of the IT Support and Infrastructure
  
  

• Degree in Computer Science, Information Systems or equivalent Industry based Qualifications
• Industry based Qualifications, MCSE, MCP, MCT, CCNA
• Advanced Microsoft Azure and Amazon Web Services accreditations
• Technical knowledge of data management and backup strategies
• Knowledge of data compliance and security, and experience in advancing related organisational knowledge and practice
• Strong technical knowledge of VoIP telephony systems
• Detailed knowledge and experience of data best practice, data protection and legal requirements
• Experience in evaluating and procuring technical 3rd party services
• Previous experience in planning and delivering IT change programmes
  
  

• Private Healthcare
• Employee Assistance Program
• Enhanced Maternity and Paternity Leave
• Workplace Nursery Scheme
• Cycle to Work Scheme
• Hybrid/Flexible Working
• Team Gatherings and Connection Boost!
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Information Services

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