Deskside Support Engineer

Recruiter
Interaction Recruitment
Location
Gloucestershire
Posted
08 Apr 2018
Closes
20 Apr 2018
Contract Type
Permanent
Hours
Full Time
Job Title:

Deskside Support Engineer

Reports to:

Team Leader

Department:

Campus

Hours of work:

37.5 hours per week

Salary:

£21,000 to £25,000 per annum (DOE)

Objectives

The Deskside Support Engineer is required to provide software support and hardware support, both remotely and at the desk-side on IT products within the required Service Level Agreement (SLA).

Responsibilities

* To act as a first point of contact for users to assist with first-time fixes. To assist with ad-hoc IT related tasks as and when required.
* To be able to provide coverage for the Team Leader in periods of absence or other team members as and when required.
* To maintain flexibility in order to service the SLA.
* To provide high-quality, highly visible desk side support functions to the customer.
* To install pre-defined computer ‘images’ onto desktop and laptop computers in the case of a serious system failure.
* To install or re-install any applications onto PCs in line with installation procedures.
* To perform diagnostic services using all available resources, including the use of other customer-based and external support parties.
* To manage hardware repair through the customer defined warranty routes.
* Open tickets and work with service desk where required including any external support parties for hardware equipment failures or software related issues.
* To update call management systems with relevant notes to aid the customer, the end-user, other teams, and other members within our own team with resolutions, customer updates and escalations.
* Provide alternative solutions including a “Box/Hardware Swap” where possible to provide a quick resolution with minimum inconvenience to the user.
* Perform iMac activities as defined within the customer contract. Provide remote support to end-users.
* Provide simple patching services both from floor to desktop equipment and within the comms room. Provide simple cabling diagnostic services.
* Ensure the Team Leaders are aware of any potential escalations. Complete all paperwork as required.

Knowledge, Skills, Experience

* Excellent Knowledge of Windows 7, Office 2010 and above SCCM knowledge
* Offer technical support
* Manual installations, handovers and user end-training

* A good understanding of VoIP [Voice over IP] telephony concepts VPN/Wireless knowledge
* Can work to SLAs
* A good understanding of Microsoft Active Directory technologies
* A good understanding of Microsoft Exchange messaging products in an AD environment to work as a member of the team to provide the most effective method of service delivery To cover any IT related tasks when required within the scope of the contract
* VIP/Exec support
* Knowledge of basic printer maintenance Ability to drive - Driving License
* Established skills in specific products Proven product related technical skills
* Solid understanding of other technical areas Communication skills
* Can do attitude
* Approachable and willing to approach Excellent customer facing skills
* VIP/Executive support Ability to prioritise
* Initiative
* Patience/tact and diplomacy Problem solving
* Attention to detail
* Problem management
* Lateral multi-tasking ability
* Ability to make quick, accurate, decisive decisions for service delivery to meet SLAs Ability to work under pressure as an individual or within a team

If interested in this role, please APPLY NOW or alternatively send a copy of your CV to along with your name and contact number, so I can look to contact you directly.

Hope to hear from you soon.

Adey

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