Support Engineer/Service Desk Engineer

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IT & Telecoms
£140 to £250 Per Day
Job Type
Date Posted
26th October 2017

Job Description

Global rollout of mobile security policy requires a support engineer to provide support to end users throughout the acceptance and application of security policies on their mobile devices, through Microsoft Activesync.


  • Act as a main point of contact for all internal users in scope of the application of security on their mobile device
  • Working from extract of active accounts, create individual service desk requests using pre-defined categorization / detail
  • From resultant ticket, issue a predefined approval form to collect device hardware information and acceptance/rejection of mobile phone policy / terms
  • Follow up on ticket and send reminder to customer, troubleshoot any form access issues
  • Manage multiple device users and ensure a maximum of only 2 devices per individual
  • If terms are rejected, capture reason and close ticket
  • If terms are accepted, verify device is in activesync and pass ticket to IT Admin group to update asset records
  • Reporting – provide regular reports on device approval statuses, issues, escalations and overall progress

Qualifications & Experience:

  • ITIL Foundation Certificate – Advantage
  • IT operational experience
  • Knowledge of the end-to-end ITIL frameworK
  • 2-6 years of experience in working within a Service Desk environment
  • Advanced knowledge of Microsoft Excel, including macros
  • Ability to engage and partner with internal staff as required
  • Ability to work as part of a project team, but also to work on own initiative, with a high degree of autonomy
  • Ability to identify problems and work to resolution as required
  • Ability to work in operational crisis situations
  • Proven ability to operate in extremely high pressure situations and successfully handling multiple priorities with a high level of discipline while remaining flexible
  • Self-motivated and self-monitoring, continuously evaluating own work processes


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