Onsite Desktop Support Engineer - Glasgow
We're looking for a Desktop Support Engineer to provide hands‐on technical support across a busy customer environment. You'll play a key role in resolving incidents, fulfilling service requests and ensuring users receive a responsive, high-quality support experience.
Location: Glasgow (onsite full time)
What you'll do
- Undertake incident and request tasks
- Possess 2nd line responsibility for resolving incidents to SLA
- Maintain a <2% incident per month target
- Be responsible for the completion of assigned works within allocated timeframes
- Undertake Project Tasks, supporting both internal and external Project Managers
- Undertake Non-Standard Requests tasks to agreed timescales
- Proactively communicate and coordinate with Level 3 teams to highlight major level issues
- Find resolution of technical issues for laptop/desktop hardware, networks, printers, etc.
- Install & configure software and hardware
What you'll need
- An in-depth knowledge and good understanding of Microsoft Windows OS (Windows 10 & Windows 11), including build, configuration and registry settings is required, along with a level of proficiency in Microsoft Office.
- Experience handling LTSC Channels and KIOSK is highly desirable
- Basic level understanding in SCCM/Active Directory and a working knowledge of IT service models
- Networks experience to include an understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE and VPN/remote connectivity
- An appreciation of the Microsoft Exchange environment, email client configuration, MS Outlook, instant messaging tools, along with general etiquette
- Computer peripherals - including but not limited to printers (including MFD's), display screens, docking stations, port replicators, cameras and scanners
- Working Knowledge of IT Service Management (ITSM) software (ServiceNow)
- Excellent customer interface and customer service skills
- Some flexibility with working hours when needed
- Full UK Driving License
- SC Cleared or required to undertake SC Clearance