Field Support Analyst

Job ID

167973

Posted

16-May-2024

Service line

Advisory Segment

Role type

Full-time

Areas of Interest

Digital & Technology/Information Technology

Location(s)

London - England - United Kingdom of Great Britain and Northern Ireland

We are currently looking to employ a Technical Support Engineer (2nd Line) to support our UK business.

As an FTS Engineer, the individual will be the first point of contact for all IT Service Desk logged Incidents and Requests.

The role is based in London, 5 days onsite working in shift patterns (7am - 7pm)

Responsibilities will include;

• Assist with reported deskside IT related queries, either through walk-ups, email and telephone.

• Investigating and evaluating reported end user problems, failures and errors escalated through the EMEA IT Service desk.

• Troubleshoot reported hardware and software Incidents logged to the team via ServiceNow.

• Ensure all assigned tickets are actively worked on to achieve closure/resolution within the set SLA’s.

• Maintain relevant and up to date notes on all assigned tickets.

• Communicate regularly with end users on the status of open tickets and provide recommendations on the replacement of computer peripherals and program changes to resolve software related issues.

• Conduct daily printer and meeting room AV status checks, to ensure the uptime of equipment and to ensue minimal disruption to the business. The team is also responsible for liaising directly with the user community and contributing ideas for new technical solutions, including testing and installation of new releases.

As an FTS Engineer, we expect an honest, approachable individual, with a flexible working attitude as a must, as there will be regular visits to other offices. The role is within a young and enthusiastic team for a professional organization, that expects a World Class Professional Service, as such there is plenty of room for personal development.

We are looking for an individual with the following skills and experiences:

• Have at least 2 to 3 years of relevant Field/Deskside support experience.

• Possess exceptional technical knowledge of desktop deployments, hardware peripherals and workstation decommissioning/recommissioning.

• Knowledge of deploying and supporting Windows 7 and 10 environments.

• Have an excellent content knowledge and mastery of Microsoft Office packages - Knowledge of ITIL, MCDST, MSA, Compita A+/Network+ is an added advantage

• Experience with troubleshooting software and hardware problems through debugging, testing and vendor assistance.

• Knowledge of supporting and troubleshooting mobile devices, including iPads/iPhones and Android devices.

• Printer exposure required for general troubleshooting issues.

• Experience assisting with meeting room AV, and meeting room setups for small to large meetings and events.

• Basic understanding of Networking fundamentals.

• Exposure and understanding of using Active Directory.

• Comfortable working alone on individual tasks, as well as part of a team for larger projects.

• Maintain a flexible and customer orientated professional attitude

• Provide technical guidance and/or training to co-workers.

Our Team The UK FTS IT team consists of 20 FTS Engineers and 3 team leaders. The team provides support to the whole UK region, and the IT Service Desk is first point of contact for IT related issues. CBRE CBRE is the world leader in the field of real estate consultancy and property management, with approximately 115,000 employees spread across more than 500 offices. Our activities include strategic advice for the purchase and lease transactions and buying and selling processes of commercial real estate, appraisals, strategic housing advice, overall project and construction management, interior design , facility management, property and asset management, technical and financial advice and research.

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)