Desktop support Engineer

Issuing and acting on IT Incident and Request tickets that require higher trained individuals, including advanced software, hardware, and server related, etc.

Main Responsibilities include:

Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.

Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement

Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates

To provide infrastructure administration functions

Providing on-site cover as part of a shift arrangement

Support inline with contracted business working hours

Provide site support in remote offices when required

Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities

Taking ownership of issues through to resolution on all appropriate requests

Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information

Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service

Providing daily ticket updates to ensure users are fully updated on updates

Move equipment associated with service requests, inline with health and safety guidelines

Performing asset inventory activities as needed

End user training and guidance on the use of hardware and software

Recommends and / or performs upgrades to end user devices

This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork

Performs other duties as assigned

Technical Skills:

Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.

Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well-known applications

Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts

Effective communication in English and/or local language

Basic known workings of LAN technologies and hardware

Ability to support video conferencing equipment