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Deskside Support Engineer II

Employer
Undisclosed Company
Location
Hampshire, Fareham
Salary
£22000 - £27000 per annum
Closing date
21 Nov 2019

View more

Sector
IT
Job Type
Permanent
Hours
Full-time

An exciting opportunity has arisen to join a world leading global organisation. Our client, a blue-chip IT Company, is currently seeking a Deskside Support Engineer II based on their customer site in Fareham. This is a Full-time, permanent role, Monday to Friday, 37.5 hours per week to start ASAP. The role is paying between £22K and £27K per annum depending on experience

**** Please DO NOT apply if you do not have Clearance****

Role and Responsibility

To primarily provide Desktop support for the service whilst also assisting TSS with support duties as required. The team may also engage in projects further afield from time to time.

Key Objectives

Provide direct support to the projects team in the delivery of projects. Required to work under limited supervision and assignments may be completed without established procedures. Contribute to the team's ability to meet target SLAs and KPIs. Expand key skills to include TSS basic skill set in order to provide cover as required. Escalate issues to team lead

Technical responsibilities

  • To ensure that the assigned IS Helpdesk calls are responded to and completed within the timescales stated in the IS ToSP, and in accordance with IS procedures.
  • To Install Hardware and Software in accordance with IS Procedures and Documentation
  • To install and update Anti-Virus software in accordance with IS Procedures
  • To investigate and attempt diagnoses, fault repair, and resolution of assigned Helpdesk incidents and problems
  • To produce and maintain records, procedures and other documentation related to the IS Service
  • To adhere to all IS Policy documents, including Change & Release, Configuration, Security, QA, SHE and HR
  • To install hardware and software in accordance with IS procedures and documentation.
  • To test Hardware and Software prior to rollout
  • To liaise with internal and external support groups and other organisations regarding maintenance and support issues
  • To maintain the security of the network services in accordance with the Authority's SSPs and SyOps
  • To ensure that assigned Service Desk Support Calls are responded to and completed within the timescales laid down in the ToSP, and in accordance with IS Procedures
  • To conduct hardware and software asset audits
  • Other duties and projects as directed by Senior TSS, Service Manager or Service Delivery Manager
  • Maintain a high level of customer satisfaction by clarifying customer needs and ensuring they are met.

Essential Skills

  • Must have Security Clearance
  • Ability to provide excellent customer service within defined SLA
  • Hardware break fix skills for PCs, Laptops, Servers and Peripherals
  • Compaq, HP, Dell Accreditation desirable though training may be offered
  • Basic network fault finding
  • Working Knowledge of MS Office Suite
  • Good documentation skills
  • A knowledge of basic stock keeping (Spare parts)
  • Strong customer support & interpersonal communication skills
  • Willingness to learn new skills
  • Able to demonstrate initiative and ability & to work on own and within a team
  • Flexibility

Desirable Skills

  • MS Exchange Server experience
  • MS Group Policy and Security experience
  • Hardware break fix skills for PCs, Laptops, Servers and Peripherals
  • Compaq, H P, Dell Accreditation desirable though training may be offered
  • Basic network fault finding

Training may be provided for customer specific requirements and to cover off any missing essential skills.

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