Desktop Support Engineer - Milton Keynes

Location : Milton Keynes

Duration : Permanent

Salary : £26k-£28k basic (benefits include , 20 days holiday + bank hols, standard auto enrol pension you pay 5 % employer pays 3 % +life assurance 2 x with Canada Life)

Position : Desktop Support Engineer

Staff must also be available for on-call/after business hours call out as per business requirements.

We are seeking a technically skilled, hands on and enthusiastic individual with a dedication to customer service.

Position Summary

• Drive high level of customer service and satisfaction
• Manage incident and service request queues to ensure SLA’s are met
• Provide hands on resolution of 1st to 2nd line software and hardware incidents where required
• Work with offshore colleagues to deliver efficient and effective service
• Fulfill service requests for varied IT equipment
• Drive compliance to internal and external processes and standards
• Initiate service improvements to the overall service

Roles and Responsibility:

• Install, troubleshoot and repair desktop/laptop issues (both hardware/ software)
• Install Standard SOE Image on Desktops and Laptops.
• Install, configure and troubleshoot standard applications (MS office, Adobe, etc.)
• Basic troubleshooting of Conference devices/ Projectors/ Meeting room facilitation.
• Provide technical assistance and training to end users on computer operating systems and Standard applications.
• Instruct and assist end users in the use of computer equipment, software and accessories.
• Document all support activity within the IT Incident and Change Management tracking tool.
• Ensure standard operating procedures and known error logs are kept up to date.
  • Support and monitoring of critical systems and services.
  • Patching and build of desktop, Laptops and mobile devices.
  • Systems backup monitoring and reporting
  • Traditional 2nd line break/fix incident management
  • Supporting Tech bar as per business requirements
  • Participate in monthly Inventory Audits
  • Follow Asset Management policies and ensure CMDB records are updated accurately and consistently
  • Provide first level break fix support for third party hardware and/or applications and liaise with vendor(s) to support and troubleshoot hardware and/or software.
  • Participate in regular/daily data center housekeeping / maintenance checks. Escort Third Party / Vendor(s) for any works in the datacenter.
  • Completing ad-hoc tasks set by the EUC Team Lead / Operations Manager(s)
  • Be part of an on call Rota
  • Flexibility to work out of hours to meet business requirements
  • Maintaining Time sheets accurately on a daily basis
  • To work 9 hour shift and/or as per business requirements

Required Competencies

• Flexible, self-motivated and can do attitude
• Strong 1st to 2nd line technical skills
• Good Written and Verbal Communications
• Ability to follow Process Documentation and update as necessary
• Customer Service
• Able to learn and adapt to new technologies.
• Valid driving license with no more than 9 point
• Flexibility to work at both Milton Keynes office and Dordon as required.

Essential Technical Skills

• Support and troubleshooting of Operating Systems Windows 7 and 10
• SCCM 2008 & 2012(use of for deployment of Operating Systems and Applications)
• Software and Application Troubleshooting
• Basic knowledge of Networking, Active Directory and Exchange servers

Desirable Technical Skills

• ITSM tools, specifically Service Now
• ITIL foundation

Experience

• 4+ years’ experience with minimum 2 years of experience in similar environment.

Please apply for more information - Parker Shaw