1st Line Support Engineer
About the team
The role sits within the FTS Support team. The FTS Support team is responsible for the infrastructure that delivers both internal and externally facing solutions for the the Forensic Technology Services (“FTS”) team who work in the Forensics department of PwC’s Deals business unit.
The FTS team are engaged by clients when complex data problems need solving, requiring them to apply smart data-driven solutions to our clients’ issues. They could be detecting fraud, insider trading or employee misconduct, or working alongside lawyers on litigations and regulatory matters.
FTS specialise in forensically capturing and understanding huge volumes of unstructured data such as emails, Office documents and instant chat messages which can be collected from computers, servers, the cloud and smartphones or tablets. They use leading forensic tools, such as EnCase, Nuix and Relativity, and query structured data, using SQL and Elasticsearch.
About the role
As 1st line Support Engineer you will act as the first line of service to our customers, dealing with tickets logged via the helpdesk, emails and reacting to alerts from our monitoring systems. You'll initially be resolving 1st line incidents, answering and resolving customer queries to a high standard. The role reports into all other members of the FTS Support team with the opportunity to develop into working on strategic projects to help develop and enhance client facing
As 1st Line Support Engineer you will be responsible for ensuring alerts from the helpdesk monitoring system are dealt with in a timely manner or handing the call to the right engineer. You will manage the Support mailbox, resolve tickets and escalate incidents and work requests in line with procedures and ensure tickets are logged correctly whilst performing proactive and preventative maintenance.
With the systems knowledge gained from the 1st line support work, there will be opportunity to initially shadow the other members of the team, learn from them and then become involved in project work. Recent projects include migrating applications to the cloud and a office relocation as well as help the business identify, test and implement new technologies for the benefit of clients.
You must be passionate about your personal development, alongside learning from your peers, you'll be encouraged to take industry qualifications as they are a great way to prove your competency in the technologies you’re working on.
If you are naturally inquisitive, have an analytical mind and enjoy solving problems, we would be interested in talking to you. This position is based in London, however candidates should also be prepared to travel as some of our work may require team members to work at other PwC offices and/or client sites across the UK or overseas.
As a Support Engineer, you will have a good understanding of desktop/laptop/server hardware.
Windows Desktop and Server Operating Systems
Ability to accurately document work
Excellent communication skills
Good problem-solving skills
Active Directory administration
Backup and Archive
Virtualisation and Cloud principles