Support Engineer: Desktop, Windows 11, Windows 10, Service Desk
Our Client is looking for a highly skilled and customer-focused IT Engineer to join our Service Desk team. The successful candidate will provide expert support for Windows 11 end-user devices, delivering exceptional customer experiences while resolving technical issues efficiently. This role requires strong communication skills, technical expertise up to second/third-line support, and the ability to work under pressure in a fast-paced environment.
Start Date: January 2025
Duration: 51 days (initially)
Pay Rate: £150/day (PLEASE NOTE: Employer NI is paid for by the client)
Total Daily Earnings: £168/day (includes rolled up holiday)
IR35 Status: Inside
Location: Edinburgh
Responsibilities:
* Serve as the primary point of contact for customers requiring technical support for Windows 11 devices.
* Diagnose, troubleshoot, and resolve complex hardware, software, and configuration issues, escalating where necessary.
* Deliver outstanding customer service, ensuring users feel at ease and confident in the support provided.
* Maintain accurate records of incidents, resolutions, and updates using the ticketing system.
* Collaborate with other teams to implement and improve support processes and knowledge base resources.
* Stay current with Windows 11 updates, best practices, and new features to deliver effective support.
Required Skills and Experience:
* Proven experience in supporting Windows 11 in a service desk environment.
* Proficiency in troubleshooting end-user device issues, including hardware, drivers, networking, and software.
* Excellent customer communication and interpersonal skills.
* Strong problem-solving ability, with a methodical and patient approach to technical challenges.
* Familiarity with ITIL processes and service desk tools.
* Ability to work independently and as part of a team to deliver high-quality support.
* Experience with remote desktop tools and scripting (e.g., PowerShell) to automate tasks.
Preferred Qualifications:
* Relevant IT certifications (e.g., Microsoft Certified: Windows Client, CompTIA A+).
Soft Skills:
* Flexible approach and ability to work co-operatively within a newly created team environment.
* Should be a self-starter and able to perform quality assurance and control to create technical deliverables that are error-free or with minimal non-functional defects.
* Experience in operationally supporting large, complex technical environments.
* Methodical and structured in their approach to tasks.
* Capability to organize and prioritize tasks.
* Strong interpersonal skills to establish and maintain relationships and interact with team members.
* Strong organization and time management skills.
* Strong analytical and problem-solving skills.
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