Desktop Engineer

Atech Support
High Wycombe
From £30,000 to £35,000 per annum plus benefits
02 Dec 2017
08 Dec 2017
Contract Type
Full Time
Role Description:

This role is responsible for providing technical services and technology support to our clients. You will spend the majority of your time based on our client sites, working as an extension of their current service team. The role covers the physical delivery and ongoing support to client’s users on products, applications, network systems and overall solutions.

You must be comfortable dealing with all levels of management, and have the ability to “hit the ground running” when attending a client site.

When you are not working on one of our client’s sites, you will based at our head office in Buckinghamshire, where you will have the opportunity to study and expand your knowledge base.

The role requires a highly motivated, focused and ambitious individual in this fast paced environment to ensure our clients receive exemplary service at all times. The successful candidate will have the opportunity to gain unique experiences working on different client sites, using a variety of cutting edge technology.

Duties & Accountabilities:

  • Based on our client sites, you will be responding to calls and tickets from users, clearly identifying issues and troubleshooting through to resolution
  • You will need to manage your own ticket queue and monitor incidents to resolution in line with client processes and best practices
  • Monitor systems and identify performance issues proactively
  • Work within strict SLA timeframes and manage escalation of incidents within defined timelines
  • Identify problem trends and implement changes as required
  • Identify, design and plan to ensure continued service availability and ensure all changes are carried out in a controlled and tested manor
  • Work with other functions within the business to help identify issues and requirements with a view to continued service improvement
  • Provide technical advice and recommendations for tickets assigned to 1st line colleagues, transferring knowledge to junior colleagues
  • Ensure work is completed in line with KPI targets and personal objectives
Technology Requirements

  • Experience working on an ITIL based Service Desk
  • Experience of VOIP technology (advantageous)
  • Experience with Office 365
  • Software and Hardware Troubleshooting skills
  • Windows 7, Windows 8, Windows 10, Apple OS experience
  • Excellent troubleshooting skills of standard Microsoft Office suites
  • Working knowledge and administration of AD, Group policy, Exchange, scripting and remote tools
  • Experience of VOIP telephony platforms (advantageous)
  • Experience with MDM (advantageous)
  • Knowledge of Office 365 & Azure Cloud Platform advantageous
  • Microsoft Desktop Support Technician an advantage
  • Other Requirements

  • 2 years+ experience in a similar role
  • Excellent communicator – fluent written and spoken English
  • Ability to work both independently and as part of a team
  • Well organised, manages own time effectively and is punctual.
  • Ability to maintain professional demeanour under stress
  • Capable of being highly responsive were required, has a strong sense of urgency and a commitment to follow through
  • Ability to build and maintain effective and productive working relationships with both colleagues, clients and third parties
  • Ability to listen effectively, to diagnose a user’s problem and find an appropriate solution.
  • Clean and valid driving licence

  • This job was originally posted as