IT Systems Engineer

This role is 5 days in the office in the office

Salary is £35k-£40k

About the role

The IT Support Engineer, located in the Jersey office, will primarily provide on-site support while also contributing expertise to the global Service Delivery team. This role includes managing technical incidents and service requests as part of the company’s Service Desk team, delivering hands-on assistance to resolve IT issues, ensuring high-quality service delivery to internal staff, and supporting the smooth and efficient operation of IT services across the organisation.

Key Accountabilities:

• Provides first and second-line technical support to internal staff, ensuring outstanding customer service across in-person, phone, and email interactions.
• Diagnoses and resolves technical incidents involving end-user devices, software, and local infrastructure.
• Collaborates with the global Service Delivery team to manage escalations and assist in resolving complex technical issues.
• Ensures local IT support activities meet user requirements and align with overall system functionality.
• Maintains and supports office-specific IT systems, including servers, networking hardware, and peripheral devices.
• Escalates critical issues to Systems Engineers or senior IT leadership as needed to uphold system uptime and performance.
• Safeguards the security and integrity of local IT systems, including overseeing backups and monitoring security protocols.
• Tracks service levels for incidents and requests, ensuring compliance with established SLAs.
• Manages and updates the asset register, ensuring accurate recording and oversight of all hardware within the Jersey office.
• Acts as the primary escalation point for unresolved IT issues within the Jersey location.
• Supports the global IT Service Delivery team in the implementation and observance of ITSM practices, including Incident, Service, Problem, and Change Management.
• Assists with aligning local IT operations to relevant standards such as ISO 27001 and ITIL v4.
• Coordinates with the broader IT team to ensure timely execution and proper documentation of operational tasks.
• Monitors local system alerts, resolving issues when possible and escalating appropriately to ensure prompt resolution.

Knowledge and Experience:

Professional Experience

• Over three years of experience providing user-facing, desk-side IT support
• Excellent command of English at a professional corporate level, including speaking, reading, and writing
• Strong understanding of business-facing incident management processes
• Previous experience in enterprise environments within the finance or banking sector is preferred
• Proficient in remote support and effective collaboration with team members across different regions and time zones

Technical Experience

• Experienced in using IT Service Desk solutions, preferably ManageEngine ServiceDesk Plus
• Skilled in working with Citrix CVAD 7+ for virtual desktop and application deployment, or similar platforms such as VMware Horizon
• Knowledgeable in industry-standard security best practices, including encryption, phishing prevention, and data loss protection
• Familiar with the administration and configuration of Microsoft Azure and Microsoft 365 environments
• Experienced with Mobile Device Management (MDM) solutions such as Intune or MobileIron
• Hands-on experience with backup software, with a preference for Commvault
• Proficient in printer installation, configuration, and ongoing management
• Strong expertise in Active Directory, including user administration, site services, hybrid replication, and Group Policy Object (GPO) management
• Capable of delivering remote support for non-managed devices, including BYOD setups
• Experienced with email management platforms, particularly Exchange Online
• Possesses a foundational understanding of databases, especially Microsoft SQL

Base Requirement:

• At least three years of experience in a service desk role
• Strong and professional telephone communication skills
• Proven ability to manage multiple tasks simultaneously
• Solid technical troubleshooting capabilities
• ITIL certification or a good understanding of ITIL processes is an advantage