Desktop Support Engineer

JOB DESCRIPTION

Job Title:

Desktop Support Engineer - 100% Onsite Role

Location:

Leiston, UK/Manchester

Candidate should be SC Cleared (Mandatory)

Department/Practice:

IT Infrastructure

Job Purpose and primary objectives:

Desktop Support Engineer - Providing Technical assistance to users. Installation, Upgrade and troubleshoot any hardware and software systems, register settings update

Key responsibilities:

• Win-10 Desktop and Laptop Build - Refurbishment, OS Installation, Application installation via Azure AD.
• Providing support for Desktop/Laptop in MMD infrastructure
• CMDB Management
• Providing Desktop Support and addressing tickets for WIN-10/11 Deployment related issues and requests.
• Hand hold customer in installation of any applications, 1st Level of support
• Troubleshooting and resolving users' desktop/laptop/tablets/phone issues remotely
• Identification, troubleshooting and resolution of various services running on Windows-10/11 Operating system
• Management of End to End Infrastructure from Windows 10/11 Devices, Core Applications and management of these devices using the in-place Back End infrastructure
• 1st Line Network Support
• User Account Creation and Support
• Microsoft Exchange Support
• Printer Support
• Device Management via Intune Portal
• Antivirus Management
• Windows 10/11 Patch Deployment
• Creation and support of Meeting Rooms
• Providing support for operating systems including performance monitoring, operations planning, troubleshooting and preventative maintenance.
• Troubleshooting O365 related issues
• Should work effectively with relevant teams to investigate and resolve technical issues, and communicate progress with stakeholders across the business.
• Participate in BAU Operational support and Projects delivery work as instructed by the Line Manager.
• Maintain up to date system installation and configuration documentation, as well as related processes and procedures.
• Perform periodic audit and determine the operating effectiveness of the information security controls
• Physically moving the devices from build location to users desk and set up OR dispatch area of courier the devices to users home/other offices.
• Help creating technical documentation, reporting and manuals
• Unpacking and Repackaging of Laptop/Desktop Delivery and putting shipping label for delivery at users home/another office
• Ready to travel across multiple locations within UK based on project requirement.

Key Skills/Knowledge:

• Supporting WIN-7 and WIN-10 Onsite and Remote
• Through knowledge on Supporting and Troubleshooting WIN-10 Laptop and Desktop, Tablets and HHUs
• Extensive knowledge of Desktop and Laptop Hardware and Software Management
• Hand-on experience with Windows, Tablets Device configuration and troubleshooting
• Working knowledge of O365 Products and Services
• Knowledge on Device Security and Antivirus Programs
• Should have ability to perform remote troubleshooting and guiding the users
• Should have good customer-oriented attitude
• Require good problem-solving skills
• Should have excellent communication skills
• Powershell Scripting knowledge
• Windows registery changes/update
• Extensive knowledge of Desktop hardware installation and setup

Experience required:

• Proven experience in Desktop Site and Remote Support Role
• Extensive knowledge of Desktop and Laptop Hardware and Software Management
• Hand-on experience with Windows, Tablets Device configuration and troubleshooting
• Working knowledge of O365 Products and Services
• Knowledge on Device Security and Antivirus Programs
• Should have ability to perform remote troubleshooting and guiding the users
• Should have good customer-oriented attitude
• Require good problem solving skills
• Should have excellent communication skills
• Extensive knowledge of Desktop hardware installation and setup

Special working conditions (travel, on call etc):

• This is 100% onsite role (candidate should be ready to work from office location at Leiston every day)
• Candidate should have UK Full Driving License as the candidate is required to travel to multiple customer site in/near Leiston location to support users as per requirement (approx. within 25 miles range) - there is a Site vehicle available onsite which will be provided to technician to use and travel within the required location.
• Should be ready to work in out of hours (based on project requirement)