Role: Incident Technician
Location :London, UK
Duration: Permanent
Key Responsibilities:
Responsible for resolving incidents and requests that have been escalated from Level 1.
Software installation.
· Troubleshoot, repair, and maintain software applications & infrastructure.
· Escalation from Helpdesk for application support including in-house, 3rd party applications and market data applications.
· Provide support for operating system drivers, software and firmware.
· Provide support to users for home connection and work from home set up -- Firm laptop or personal laptop + virtual machine.
· Ensure that Client policies and procedures are followed by, communicated, and adhered to.
· Create and maintain support documentation.
· Interacting with other support groups (local and global) within the firm across multiple platforms.
· Record and manage all incidents and requests in ticket-tracking system.
· Proactively inform management of trends, significant problems and expected delays.
· On-call – Participate in rotating schedule providing afterhours and weekend support.
· Take initiative to stay current on technology and participate in training programs.
· Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
· Excellent communication, interpersonal and customer care skills.
· Ability to work under pressure and on tight timescales.
· Experience using help desk call management system.
· Technical grasp of a wide range of applications both in house and 3rd party applications.