We're Together. For over 50 years, we've helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.We take the time to understand our customers and our door is always open, so we can often help when other lenders can't or won't. Based in Cheadle, Cheshire, our 800 colleagues help our customers throughout the UK, backed by the power of a £7.8 billion loan book.Job DescriptionAs one of our Desktop Support Engineers, you will have responsibility for providing technical support to internal Colleagues. Working within a vibrant Tech business, you will be resolving IT related incidents, requests and queries on a day to day basis. Typically, you will be responsible for the resolution of incidents and service requests, and when required, lead (or participate in) projects associated with enhancing service provision or introducing new or upgraded technology. You will also be responsible for problem analysis and investigation whilst working within an ITIL aligned delivery framework.Duties include (but not limited to):
* Providing IT support for all Colleagues via phone, email, remote capability or face-to-face, undertaking in-depth diagnosis, escalating to the relevant trains where applicable
* Technical escalation point, pro-actively supporting and mentoring colleagues
* Participating in deployment and implementation of IT projects
* Management of Service Desk processes such as leavers, new starters and movers and the associated role based access
* Understanding the Change Control Process, raising relevant change controls where necessary to support changes into production environments
* Accountable for managing the support queue
* Ensuring accurate records are kept on actions taken within the ticket management system
* Ensuring asset & licence details are correctly managed
Proven experience in a Desktop Support / 2nd line Role
* Experience of working in an ITIL aligned environment
* Established track record of providing advanced technical support and configuration of desktop software and all laptop/mobile/peripheral hardware including resolving connectivity issues
* Proven ability to create clear and comprehensive testing and technical documentation
* Working knowledge of common server-side technologies such a Windows Server 2022, Active Directory etc
* Microsoft Windows 11, Knowledge of Microsoft remote products VPN, Remote desktop services.
* Experience of working in a highly regulated environment, ideally the Financial Services industry
* Microsoft Windows 10/11 or Windows server accreditation
* ITIL V4 foundation certification
* MS Azure Fundamentals (AZ-900)
* Software distribution platform experience - MECM
* Virtualization - Management and Maintenance of VMware - creating and maintaining templates and virtual machines.
* Strong Knowledge of Microsoft Intune and Autopilot (DAAS/MDL)
* Microsoft 365
* Understanding of role-based access control (RBAC)
* Understanding of Back-up technologies (Evault/Rubrik), carry out file restores
* Supporting Apple Mac Devices (Laptops, Time capsule - backups).
* Experienced in using Encryption software (Sophos Central/File Vault - Mac)
* Understanding of Apple iOS to support company devices
* Understanding and utilisation of PowerShell
£30,000 - £40,000 20% annual bonus (on experience)
* Free access to company holiday homes
* Buy & sell holidays
* Discretionary annual bonus plus an additional Shared Reward Bonus
* Matched pension contribution
* Health cash plan plus Private medical insurance
* Life assurance and Critical illness cover
* Travel season ticket loans and Ride to work scheme
* Free local gym access
* Local bar / restaurant discounts
* This role is based 5 days at our Cheadle office in South Manchester
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