Deskside Support Engineer III
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 III based on their customer site in Walton Oaks, Surrey. This is a full-time, permanent role, Monday to Friday 37.5 hours per week. The role is paying up to £24,800.00
Responsibilities
- Providing L2 Deskside support to end users in office environments
- Work to resolve issues accurately and efficiently, within set targets and in a professional manner
- Maintain a dedicated commitment to service quality & customer experience
- Take ownership of tickets escalated from the service desk & other teams, handling them appropriately
- Work comfortably on your own, identifying and prioritising incidents, requests, & escalations accordingly
- Work well as part of a small, close-nit team.
- At times, work in a L1 role in a physical or virtual "kiosk" setting, providing first-hand service to users
- Occasionally work from home in place of working on-site, providing remote support and administration
- Work with the team as part of an on-call rota & provide critical out of hours support when necessary
- Ensure that all activity is accurately documented and recorded in line with ITIL practises
- Contribute to the creation and up-keep of Knowledge Base Articles
- Be comfortable working in a highly regulated environment, adhering to local and global policies
- Work healthily and safely, in accordance with FDS & training and policies
- Adhere to all IT Asset Management procedures & policies
- Build and deploy PCs, patch network points, troubleshoot printer problems, support standard software packages, and other general "IT" tasks
- Be prepared to engage with ad-hoc tasks with a best effort and positive attitude
- Work comfortably in comms areas and data centres, providing 'Hands and Eyes' support to other teams as well as taking ownership and providing on-the-ground feedback and guidance to offshore teams
- Be ready and willing to learn new skills and procedures, growing and provide greater support for colleagues and clients
Skills and Experience
- Ready to learn and face new challenges
- Excellent written and verbal communication skills
- Ability to work independently and as part of a small team
- Ability to work well with global teams.
- Experience of working in Desktop support role (3yrs+)
- Tested software and hardware troubleshooting skills
- Experience of supporting Windows 10
- Experience of supporting Microsoft Office suites including Office 365
- Experiencing working in a highly regulated / ITIL environment, with appropriate service / ticketing systems
- Proficiency with Network Infrastructure e.g. switches, routers, APs, patching, network architecture knowledge
- Server Hardware support experiencing (racking & providing Hands & Eyes support)
- Printer hardware knowledge
- Full Driving License
- Willingness to work as part of an on-call shift, & support essential out of hours work
- ITIL certification
- Experience supporting legacy Windows operating systems
- HP Service Center / Service Manager experience
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