Job Description

Management Level G Business Division: EQ India Business Function / Department: Group IT Job Title: Desktop Support Engineer Reporting to (Job Title): India EUC Ops Support lead Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries. EQ India began its operations in 2014 as a Global India Captive Centre for Equiniti, a leading fintech company specialising in shareholder management. Within a decade, EQ India strengthened its operations and transformed from being a capability centre to a Global Competency Centre, to support EQ\'s growth story worldwide. Capitalising on India\'s strong reputation as a global talent hub for IT / ITES, EQ India has structured the organisation to be a part of this growth story. Today, EQ India has evolved as an indispensable part of EQ Group providing critical fintech services to the US and UK. EQ\'s vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join EQ. Department Information The Equiniti EUC (End User Compute) Operations Team are based in several sites across the globe supporting offices in the UK, USA, Poland and India. Although the team is spread out across the globe we act as one team supporting not only the users in the business but also help the rest of the team either towards a solution for a current issue or knowledge transfer of a new system. Some of these sites are remotely based and support is administered using remote support tools, mainly Microsoft SCCM. In some cases, a site visit may be requested when a hands on approach is required. The team, as well as delivering call resolutions also get involved with project implementation in a variety of subjects. Role Summary The job holder\'s main responsibility will provide 2nd line support to our office. As Equiniti have offices in 20+ locations there will be requirement on occasion to visit these offices from time to time for calls that cannot be resolved remotely. For all sites there will also be a requirement to maintain the LAN security and company asset register. We use Microsoft SCCM for application packaging and deployment. Microsoft SCSM to manage the service desk calls that are generated where we have priority and SLA enforced timelines meaning that the candidate will need to be able to work under pressure whilst prioritising work. Core Duties/Responsibilities Responding to and resolving incidents and service requests both remotely and face to face, using specific call handling software to senior executives. Prioritise, analyse, track and escalate alerts in line with area protocols. Manage incidents and service requests for users at all sites as needed. Deploy desktop and laptop builds across the Group. Work on project roll outs, desk moves and change requests when required. Advise 1st line agents, undertake first time fix for agreed tasks (including user access management). Escalate issue and incidents to the Desktop team leader and ITSM. Liaise with 3rd party suppliers for hardware/software issues including call ownership and management. Apply ITIL methodology to deliver best practice in all areas. Skills, Capabilities and Attributes Skills, Knowledge & Experience The job holder will demonstrate the following experience skills and behaviours: Good technical knowledge of Microsoft products including Windows 10, & server 2016, Active Directory and 0365. Good knowledge of Microsoft Systems Centre product suite. Good knowledge of Microsoft TEAMS. Basic understanding of ITIL. Keen focus on service and the continuous improvement of service. Confident and capable in both a team environment and working on own initiative. Effective communication skills working with both IT and non-IT colleagues. Focused on detail but capable of being flexible when competing deadlines/projects require it. Confident and successful when planning and setting priorities for workload. Benefits: Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer: 3 days of additional leaves on & above statutory requirement along with 2 days of voluntary leaves to pursue the CSR initiatives Business related certification expense reimbursement Comprehensive Medical Assurance coverage for dependents & Parents Cab transport for staff working in UK & US shift Accidental & Life cover 3 times of concerned CTC We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer ofemploymentis subject to satisfactory pre-employment screening checks.

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