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Externally, this role could also be known as: Technical Support Analyst, End User Support, 2nd line support, Desktop Support
The Engineer role is based in London and sits within the End User Services team, providing technical desktop support to colleagues WFH and across our NewDay office locations. The role is passionate about proactively monitoring and supporting all NewDay end user devices ensuring high availability and performance.
What will you be doing day-to-day?
- Support all Laptops, Desktops, thin clients, cloud devices and associated infrastructure in NewDay
- Support, supervise and report on end user systems to agreed SLA
- Bolster our security compliance through the use of protection platforms and applications in use at NewDay such as Zscaler, MS Defender, Qualys, InTune, BitLocker, etc.
- Support the core image build and deployment process
- Support of InTune, MDM, MAM & MFA
- Support the implementation of new end user resources
- Implement process improvements to resolve outstanding faults or provide new functionality
- Input to documentation of accountable systems
- Supporting WFH Technology & Hardware
- Apply strict governance on all requests from Security Operations
- Ensure all EUC systems are PCI-DSS compliant
- Ensure all audit requests are successful and completed within set deadlines
Essential
Your Skills and Experience
- Strong skills regarding incident customer concern, Technical problem solving, VIP support, Team Management, focus & drive
- Solid understanding of Microsoft 365 product and operating systems
- Experience with Microsoft Entra & Intune Cloud Service & Jamf management platforms
- Understanding of Security Hardening, Gold Build provisioning, Windows AutoPilot & patch management
- Proficient writing Technology Processes
- Presentation & communication experience
- Good interpersonal skills
- Strong communications (written & verbal)
- Strong analytical and problem solving skills.
- Good technical understanding of project requirements.
- Ability to remain calm under pressure or through demanding challenges
- Work with other key process owners and support teams delivering a coordinated service
- Support team development and Business goals and objectives
DESIRABLE
- Up to date, broad based knowledge of financial services industry and trends
- Broad understanding of NewDay business and its system
Externally, this role could also be known as: Technical Support Analyst, End User Support, 2nd line support, Desktop Support
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Permanent
