Deskside Support Engineer

at  Link Group

OVERVIEW

As a Deskside Support Engineer , you will provide end user hardware, software and infrastructure support, based from our city centre office in London on a full time basis.
You will work closely with the End User Support Team to provide effective and efficient second and third-line operational support which will include desktop and client support, local server and network support, training of end users, ensuring the timely and efficient resolution of incidents and service requests. In addition, you will support the PMO as a technical project resource.

WHAT YOU’LL BE DOING:

• Effectively and efficiently managing tickets and resolutions to maintain key performance indicators
• Taking ownership of support tickets and the associated regular communication on ticket progress as a subject matter expert, escalating issues when required
• Contributing to technical support articles in the knowledge management database
• Driving service improvement by developing processes and procedures documentation
• Collecting and maintaining accurate, detailed information about all assigned support tickets to provide relevant information to other IT support teams and to enable the facilitation of an effective service and management reporting
• Proactively supporting the investigation of problems and identifying workarounds, fixes and root causes, supporting Disaster Recovery activities as required
• Managing user relationships and engaging with the Service Delivery Team and third-party providers as required, in addition to implementing solutions as agreed with the wider IT management team
• Joining the out of hours on-call rota to support VIP’s and key business deliverables

WHAT WE HOPE YOU’LL DO NEXT:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion and we’re committed to creating an inclusive environment for all employees.
Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients’ needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.
Our continued investment in our proprietary technology platforms allows us to automate wealth management workflows, manage large consumer and member bases, and provide insights through predictive analytics.
By focussing on product and service innovation, our Technology division has evolved to become an innovative provider of solutions, identifying and anticipating the needs of clients across Link Group.
Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment