IT Deskside Support Engineer

IT Deskside Support Engineer

Start Date: ASAP

Location: Bruntingthorpe Proving Ground, Bath Lane, Leicestershire

Contract: 6 to 12 Months

Hours: 40 Hours per week - Monday - Friday 8:30am - 16:30pm

Salary: PAYE - £25,000 - £28,000/ LTD Company Contractor (LCC) - £120 per day

As a level 1 Deskside Support Representative (DSR), you will be performing varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements.

The successful candidate must have experience in Level 1 or 2 environments

You may also perform installs, moves, adds and change (IMAC) activities, as well as data backup and restore on certain accounts, for clients. The DSR is responsible for resolving problems and performing IMACs within Service Level Agreement objectives (SLA), and completing all related administrative duties.

As the main interface to the customer, you need to understand the local and regional infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc., in order to ensure that the proper team is aware of, and taking action on the problem. Strong customer communication and business skills are therefore needed since direct customer interaction is often required. Accordingly, DSRs have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment.

As well as having the right skill set for the job, the right applicant is going to need to be articulate and comfortable speaking to sometimes large groups of people, as we perform IT inductions every week whereby they have to present to all new starters and HR.

Required Skills

• Experience in Level 1 or 2 environment
• Windows 8, Windows 7, Windows 10 & experience of Windows registry editing
• Understanding of Group Policies
• LAN/WAN networking principles and troubleshooting TCPIP
• Working knowledge of SMS
• Dial-in- Technology setup and support
• Microsoft Office Suite 2010, 2013, 2016
• Office for Mac, Internet Explorer, Mozilla Firefox, Google Chrome
• High level of Pro-activity
• Problem solving capability
• Experience in dealing with customers and managing customer relationships at many levels
• Ability to work alone without assistance or supervision
• Resolve customer hardware/software PC problem tickets.
• A technical knowledge of the supported platform is required as well as a working knowledge of the hardware.
• Resolve tickets within the customer SLA and obtain a high Customer Sat. Rating.
• Good communication skills are required.
• Experience of working with Office 2010 including exchange
• Experience of working with imaging software
• Experience of working with Active directory, including security groups, computer accounts, group policies etc...
• Experience of networking, physical cabling, patching.
• Experience of installing rack mountable hardware (servers, UPS etc)
• Experience of working with call logging systems
• Working knowledge of backup hardware & software (Symantec Backup exec would be desirable) tape libraries & rotations.
• Working knowledge of Apple products - Ipads, iPhones Macbooks.
• Experience of working with AV and video conferencing equipment.
• Experience of Server Support 2012 onwards
• Support Communications Software
• Use Customer Specific Tools
• Support E-Mail Systems Standards
• Support PC Desktops/laptops
• Support Blackberry Devices
• Use Asset Management Tools
• Implement Asset Management Services
• Implement Desktop Operating Systems and Assist with Refresh program
• Support Networking Interfaces/Protocol
• Remote takeover and resolution of remote calls