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Desktop Support Engineer

  • UK
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Job Title: Desktop Support Engineer

Location: UK

Job Purpose:

Desktop Technician will provide day-to-day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break-Fix, fault diagnosis and resolution. Providing fault analysis to customers’ various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.

Roles & Responsibilities:

Provide support for desktop and end-user technologies on the Client Windows platform. The engineer should have good experience in Meeting Rooms, AV Rooms, Peripheral (audio, video and conferencing setups), supports collaboration tools, and mobile technologies and printing, including laptop/mobile devices, all video conferencing, network/remote access. This position works collaboratively with the Service Desk for end-user, break/fix and other support functions.

 

Duties shall include, but not be limited to:
  • Excellent working knowledge of Windows 7, 8, 10, 11
  • Good working knowledge of Windows. (MacOS a plus)
  • Strong working knowledge of Workstations, desktops, laptops, printers/fax, peripherals, graphics cards and network cards
  • Strong knowledge of PC/ Workstation builds. (MS SCCM and MS MDM), Intune, Autopilot is a must
  • Working knowledge of Active Directory 2003/8/12 R2, Microsoft Office 365, Microsoft Exchange, DNS, DHCP, Group Policy, etc.
  • Basic troubleshooting knowledge of iPad, iPhone, Android, and other smart technologies
  • Excellent working knowledge of asset / inventory management
  • Ability to maintain composure and focus while troubleshooting and solving technical issues
  • Ability to adhere to a schedule of client appointments while adapting to customer requests
  • Demonstrated ability to communicate complex technical concepts in simple language
  • Strong Experience in Multi-Functional Printer troubleshooting
  • Flexibility to make schedule adjustments to cover before/after usual business hours or when other team members are unavailable
  • Excellent verbal and written communication in English & local language

Core Competencies:

  • Integrity & Sincerity
  • Accountability
  • Excellent Communication skills
  • Think & Act Smart
  • Proactive – Takes initiative
  • Out of the box thinker
  • Persuasiveness
  • Planning and organising
  • Problem Analysis and Solving/ Analytical
  • Pursues Excellence
  • Resource Allocation
  • Risk Taking
  • Teamwork and Collaboration
  • Time Management
  • Administrative skills
  • Resourcefulness
  • Emotional Intelligence