DV Trading - Client Platforms Engineer
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Requirements
• 4+ years of experience as a Service Desk Engineer or similar role in an IT support environment • Solid knowledge of IT fundamentals, including operating systems (Windows, macOS, Linux), software applications, hardware, and networking concepts • Familiarity with service desk ticketing systems and incident management procedures • Experience with endpoint management solutions such as: SCCM, Intune, Jamf • Strong problem-solving and analytical skills with a keen eye for detail • Excellent communication and interpersonal skills with a customer-oriented approach • Ability to work well under pressure and manage multiple tasks simultaneously • Willingness to work on-call rotation, including weekends and holidays, to ensure 24/7 coverage • Ability to work in our London office 5 days a week
Responsibilities
• First Point of Contact: Acting as the first point of contact for IT, you will be the point person for all issues and requests from end-users via phone, tickets, email, Slack, or in-person. You will ensure that all requests are acknowledged, logged, prioritized, and properly routed in our ticketing system. • First Point of Contact: • Technical Troubleshooting: Identify and diagnose hardware, software, and application problems. Resolve issues efficiently or escalate to the appropriate team for further investigation. • Technical Troubleshooting: • Incident Management: Follow established procedures for incident management, ensuring timely and accurate resolution of technical problems while keeping the end-users informed of progress. • Incident Management: • Request Fulfillment: Handle service requests such as password resets, software installations, access permissions, and hardware configurations in a timely and efficient manner. • Request Fulfillment: • Documentation: Maintain accurate records of all service desk interactions, including incidents and service requests. Document solutions and create knowledge base articles to facilitate self-service. • Documentation: • IT Asset Management: Assist in managing IT assets, including inventory, tracking, and allocation of hardware and software licenses. • IT Asset Management: • Continuous Improvement: Actively participate in ongoing training and development to enhance technical skills and keep abreast of emerging technologies and best practices. Propose process improvements to enhance service delivery. • Continuous Improvement: • Customer Service: Provide exceptional customer service, demonstrating strong interpersonal skills and empathy while dealing with end-users. • Customer Service: • Communication: Communicate effectively with both technical and non-technical stakeholders, translating technical concepts into understandable language. • Communication: • Team Collaboration: Collaborate with other IT teams to resolve complex technical issues and ensure smooth coordination in handling IT projects. • Team Collaboration:
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