Job Title: Desktop Support Engineer (SC Cleared) 100% Onsite Location:Leiston, UKSpecial Working Conditions:
- This is a 100% onsite role (candidate must work from the Leiston office daily).
- Candidate must have a UK Full Driving License and be ready to travel between multiple customer sites within approximately 25 miles of Leiston.
- A site vehicle will be available onsite for travel within the required locations.
- SC Clearance is mandatory.
- Candidate will be required to work in shifts:
- 7:00 AM to 4:00 PM
- 8:00 AM to 5:00 PM
- 9:00 AM to 6:00 PM
- 10:00 AM to 7:00 PM
- Must be willing to work out of hours as required (with prior approval from Site Lead).
Job Purpose and Primary Objectives:
- Desktop Support IT Engineer plays a crucial role in ensuring smooth operation of the organisation's computer systems by providing technical assistance and support to end-users.
- The primary objective is to diagnose and resolve technical issues promptly, ensuring minimal downtime and maximum productivity.
- Implementation and maintenance of IT Infrastructure to meet operational and project needs.
Key Responsibilities(This position is an individual contributor role and part of a team)
- Troubleshooting and resolving issues relating to networks, applications, software, hardware, VPNs, printers, and mobile phones.
- Managing incident queues.
- Handling calls with customers; VIP user management.
- Vendor management.
- Responding in a timely fashion to reactive or proactive incidents.
- Recording and documenting incident tickets.
- Monitoring phones, emails, and Microsoft Teams chat for any incoming incidents.
- Management of Win-10 devices (MMD Microsoft Managed Devices).
- Technical troubleshooting, issue identification, and resolution of various services running in the Windows 10 operating system.
- Antivirus management (Defender/McAfee).
- Device movement from one desk to another as per requirement/project need.
- Unpacking and repackaging laptops/desktops, labeling, and delivering devices to users' desks, homes, or other offices as part of device handover/collection.
- Help in creating technical project documentation, reports, and manuals.
- Building and deploying workstations (laptops/desktops) with standard approved images.
- Providing Tech-Bar support for users' queries and technical resolutions.
- Hardware asset and CDM management.
- IT desk moves, patching, training/meeting room setup, loan laptop management, and setup.
- Managing IT kit retirement and moving devices to disposal areas.
- Printers providing primary support including replacing consumables.
- Active Directory group management, account unlocks, and password resets.
- Candidate should have a UK Full Driving License as travel within multiple customer sites in/near Leiston (approx. within 25 miles) is required. Candidate should also have a car. Major travel will be within the site itself (between buildings).
Key Skills / Knowledge / Experience:
- Experience troubleshooting issues on Windows 10 operating systems.
- Knowledge in installing and configuring Starlink satellite network devices.
- Experience in configuring iPhone/iPad.
- Creating or deleting IDs for Joiner/Leaver/Mover on Azure portal.
- Knowledge in creating new Microsoft Teams groups via Teams admin portal.
- L1 support knowledge of Applications and SharePoint.
- L1 troubleshooting support for Office Apps.
- Effective communication skills.
- Ability to multitask and manage time efficiently.
- Customer service experience.
- Strong written and verbal communication and interpersonal skills.
- Self-motivated and willing to learn.
- Proven ability to work well with both technical and non-technical staff.
- Proven ability to work independently on multiple tasks with commitment and ownership.
- Excellent problem-solving and root cause analysis skills.
- Proficiency in understanding, analyzing, and defining corrective actions for tickets raised by users.
- Understanding of virtualization and Intune administration.
- Knowledge of supporting conference room devices.
- Knowledge of managing cloud printing.
- Experience managing asset inventory.
- Desktop support experience in Microsoft Managed Desktop environments.
- ITIL certification or process knowledge.
Person SpecificationInforming
- Provides the information people need to perform their jobs and to feel engaged with the team and organization.
- Delivers informative and quantifiable updates to enable accurate and timely decision-making.
Problem Solving
- Uses rigorous logic and effective methods to solve complex problems.
- Probes all potential sources for answers, looks beyond the obvious, and performs detailed analysis to identify root causes.
Technical Learning
- Learns new skills quickly and adapts to emerging technologies.
- Actively participates in research, technical courses, and seminars to enhance competencies.
Key Relationships & ContactsWith Client
- Establish and maintain strong relationships with customer stakeholders.
- Develop and implement processes to improve efficiency and effectiveness on an ongoing basis.
With Line Manager / Senior Stakeholders
- Maintain regular communication to update and appraise on critical business issues and data points.
With Offshore Teams
- Maintain regular contact with offshore teams as needed.
- Update them on current issues and seek support for matters affecting contract deliverables.
With Peers
- Develop and maintain positive relationships with business partners (internal and external).
- Share best practices to achieve maximum efficiency.
With Others
- Communicate effectively and professionally with all functional teams and stakeholders.
- Share information regularly, build positive relationships, and represent the company in a professional manner.
- Foster collaboration with external contacts to maximize efficiency and achieve business goals.
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