Deskside Support Engineer

Job Description

The purpose of this role is to provide first and second line support of the IT infrastructure to 7IM staff, and to other third party suppliers and clients where applicable.Responsibilities :Ensure that the IT infrastructure architecture remains consistently available to all users (including colleagues, clients, business partners and suppliers) through:Management of service or change requestsManagement and delivery of scheduled daily, weekly and monthly tasksIdentification, management and resolution of incidentsUnderstand the business strategy and contribute to the overall goals of the business through infrastructure development, improvementand supportReport progress to Infrastructure Operations Manager, immediately escalating outages, major delays and other serious issuesWork closely with other members of the Infrastructure team, assisting with training and personal developmentTo provide timely and efficient infrastructure support to all 7IM usersTo provide first and second line support of the IT infrastructure as a priority, efficiently balancing requests via helpdesk tickets, phone calls and walk-ups.Installing and configuring new hardware and software, ensuring infrastructure standards are maintained.Analysing system logs and identifying potential issues with computer systemsAdding, removing or updating user account information, permissions, resetting passwords etc.Assisting and applying operating system updates and patchesMaintaining and updating the Infrastructure teams documentation libraryTroubleshooting and fault reporting of outages and issuesAssist with ensuring that IT security policy and procedures are enforced and staff are aware of their roles in contributing to thisAssist in distributing knowledge amongst members of the Infrastructure team to aid personal development and the improvement of theIT InfrastructureMaintain a technical advantage through continual training and personal developmentSupport 7IMs Mission and Tenets and subscribe to TCF (Treating Customers Fairly) initiativesAbout YouAbility to logically and methodically problem solve IT incidents and outagesStrong customer service skill to support internal staffExcellent experience with supporting and troubleshooting M365 and Exchange OnlineExcellent experience with supporting and troubleshooting Microsoft TeamsExperience with supporting remote desktop solutions, specifically Azure Virtual Desktop or Micrososft RDSExcellent PC support skills including a broad knowledge of Windows 7 /10, Office 2016+ and experience of supporting 3rd party desktop applicationsExperience of installing and utilising server and desktop hardwareUnderstanding of ITIL processes and ITSMUnderstanding of Jira ITSM tool is beneficialProven track record of delivering to commitmentsKnowledgeKnowledge of industry recognised IT and support practicesAn understanding of IT infrastructure technologies. Including DNS, DHCP, routing, TCP/IPA working knowledge of Exchange, Active Directory and Microsoft 365.Knowledge of industry recognised IT and support practicesA basic understanding of investment markets is an advantageComprehensive functional knowledge of Business Operations and processes and related TechnologyQualificationsMicrosoft Infrastructure specific certifications are a distinct advantage, eg, MCSE, MCP, MCITP, MCTSOther Relevant InformationTeam playerConscientiousGood attention to detailGood time management skillsProactive approachAbility to think laterallyProven track recordCan-do attitudeWilling to take responsibilityReporting to the Infrastructure Operations ManagerAbout UsThe 7 in 7IM refers to the seven original founders of the business. Back in 2002, they couldnt find a firm they trusted to manage their families money properlybig banks seemed impersonal and greedy, while most boutiques lacked the necessary investmentprocess and structure. They started the kind of organisation theyd like to invest with themselves.Their aim was to deliver steady returns over the long term, while keeping an eye on risk, using the best technology. They wanted everyone to have access to the kind of service and expertise that institutional investors would expect.Weve evolved since then. In 2015 Caledonia Investments joined us as a major shareholder. In 2018 we acquired Tcam Asset Management, a firm we felt closely aligned with our investment philosophies and multi-asset approach. In 2020 we continued our long-termgrowth strategy and acquired the award winning London based financial planning firm Partners Wealth Management (PWM). PWM will continue to operate as an independent company, retaining its brand, identity and leadership.Our team, our clients and our funds under management have grown steadily over the years. From our offices in London, Edinburgh and Jersey, more than 400 talented people manage over £19 billion for a range of clients, including individuals and families, financialadvisers, corporates, charities and trustees.We still follow our founders plan and aim to get the simple things right all wrapped up with real, honest, human servicethats what sets us apart from everyone else.