Deskside Support Engineer III

Employer
Undisclosed Company
Location
Tadworth, Surrey
Salary
Up to £24800 per annum
Closing date
9 Nov 2021

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Sector
IT
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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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