2nd Line Support Engineer (Mac) at Zopa
London, GB
At Zopa, we’re shaping the future of finance.
 
We offer simple loans and smart investments that help people take control of their finances and do more with their money. In the 12 years we’ve been in business, we’ve helped more than 60,000 people lend over £3 billion to 246,000 UK consumers.
 
And our journey’s only just beginning. In November 2016 we announced our plans to build a next generation bank so that we can bring a greater range of smart, ethical finance products to even more people.
 
Role overview
 
The Mac Support Engineer's role is to support the stable operation of Zopa's PC/MAC Hardware and Software. This person will be responsible for providing 2nd line support to all employees and across all technologies of the business and completing project related tasks. This includes responding to incidents and requests through the call logging system, proactively following up incidents and requests, providing technical assistance to end users, building and maintaining MacBook/laptop stock levels and ensuring that their Incident/Requests meet internal SLA’s
 
This is a new role as part of the Workplace Technology department created as a result of growth across the organisation.

Key responsibilities

    • Support end user workstation hardware (mac and pc), software, networked peripheral devices.
    • Determine the source of issues that you encounter.
    • Responding to calls or emails on the service desk, adhering to strict Service Level Agreements for fault resolutions and service requests completions.
    • Be pro-active and follow up incidents and requests with the end-user.
    • Maintaining asset database.
    • Maintaining and updating the knowledge base.
    • Maintaining MacBook’s/laptops and building to the required standard
    • Information gathering and escalating calls when required to the 3rd line team.

Expected impact

    • Improved support and operations.
    • Unified team which promotes business strategy and common goals.
    • Improve client escalation and resolution process
    • Ability to support delivery of projects with chosen technologies
    • Improved customer experience and retention. 

Requirements

    • Previously experience working within a Mac 2nd Line Support Engineer position.
    • Microsoft technologies. 
    • Apple Certified Specialist or equivalent qualification.
    • JAMF Pro certification.
    • ITIL Foundation.
    • Linux Preferred but not essential.
    • Excellent oral and written communication skills. 
    • Ability to prioritize work and SLA’s.
    • Good customer service skills.
    • Good understanding of standard Windows technologies i.e. Microsoft Office, VPN, Blackberry etc.
    • WAN/LAN network troubleshooting.
    • Experience of macOS and deployment through JAMF Pro.
    • Experience of macOS in an active directory environment.
    • Experience supporting common macOS applications e.g. Microsoft Office, Adobe Creative Suite etc..