Desktop Support Engineer

Please find the job description below:

Job role : Deskside Engineer

Location : Basingstoke, UK

Job type : 6 months (contract to hire)

Main Responsibilities include:

· Deliver transition program capabilities - knowledge transfer, process and procedure, service & projects take on, technology and infrastructure, contract and vendor management

· Design and update run-books

· Monitor progress to make sure client deliverables are delivered on time and reported to head of field services

· Monitor stakeholder expectations and take corrective action to address gaps

· Should be able to multitask and have the ability to handle multiple customers simultaneously

· Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets

· To provide infrastructure administration functions

· Providing on-site cover as part of a shift arrangement

· Being prepared to work out of hours when required and to provide out of hours on-call support cover as required

· Backing up and restoring settings and associated systems administration activities

· Oversee issues through to resolution on all appropriate requests

· Trains and orients staff on use of hardware/software/tools presented to the client as a part of overall delivery solution

· Performs other duties as assigned

Technical Skills:

· Knowledge of integrating ITSM solutions for automatic ticket creation and site services support

· Strong technical skills in handling user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc. and Microsoft Windows desktop operating systems and business productivity applications i.e. Office

· Should have a good understanding of the tools and technology landscape, current trends and applicability in the outsourcing environment

· Knowledge of troubleshooting and resolving software issues; reimaging computers/hard drives

· Administration experience of MS Active Directory users & groups, policies and management concepts

· Knowledge of categorizing and prioritizing end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information

Business Skills:

· Experience of Deskside Level 2 troubleshooting

· Preferred if have experience in leading teams of 4-8 deskside engineers

· Ability to interact with customers to ensure that the service is efficient and responsive

· Provide SME support analytically to a successful conclusion

· Ability to interact with cross functional teams of EUC to provide support on any due diligence required to perform the solutioning of the of field services/deskside support project architecture

· A self-starter with ability to work on their own initiative

Qualification and Experience:

· Diploma or Engineering degree along with MSCE or CNE qualification

· PMP/ Prince2/ ITIL carries an edge

· Minimum 5-10 years related field experience in End User support including VIP support

· Installation and configuration – Desktop / laptop/ Printer/ Server/ Networks etc.

· Substantial experience Desktop, Workstations, Notebooks and Printers management

· Certified Windows Administration

· Supporting Windows core technologies

· Collaboration experience including remote control of PCs and video conferencing knowledge

· Deliverables to include ensuring the proper levels of run and maintain support

· Strong Microsoft Office skills (Outlook, Word, and Excel)

· Thorough understanding of Outlook's calendaring tool

· Understanding of Exchange functional accounts and how they are used within Microsoft technologies

· Strong customer handling skills

· Strong written and verbal communication skills (English language)

· Must be detail oriented and self-motivating

· Experience of managing and leading a geographically and culturally diverse team

· Background security check is mandatory

Working Relationships

· Maintain inter-department relationships to resolve client issues

· Effectively communicate with extended service providers and IT infrastructure groups

· Develop and maintain excellent communication and working relationship with both organization and customer delivery/management teams

Competencies

· Adaptability

· Analysis

· Customer Service Orientation

· Functional Job Knowledge

· Initiative

· Judgment/Decisiveness

· Managing Stress

· Negotiation

· Oral Communication

· Persuasiveness/Influence

· Planning and Organizing

· Root Cause Analysis

· Teamwork Orientation

· Technical and Professional Competence

· Work Standards

· Technical and process support documentation

· ITSM

· ITIL

· Pro active

Job type: Right to Hire Division: eTeam Workforce Limited Reference: 20-00955