Job Description:
We are currently looking for a highly customer-focused and enthusiastic Deskside Support Engineer, with a genuine interest in solving IT issues, to support our client based in Walton Oaks.
The successful candidate should be technically competent, possess good communication skills, be ready to learn, & thrive in a fast-paced regulated environment.
The successful candidate will support desktops and connected devices in office areas, as well as support various pieces of infrastructure including network printers, & network hardware & server hardware in a Hands & Eyes manner.
Responsibilities
- Working on behalf of DXC Technology.
- Providing wide ranging 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 within the client environment.
- 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 DXC 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.
Essential Skills
- 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.
- Willingness to support essential out of hours work when required.