We are looking for a Stonehouse (Gloucester) based Deskside Support Engineer. In this role you will be working in partnership with a high-profile organisation that provides engineered systems and components for the automotive industry.
Main responsibilities:
* Provides on-site field support to customers including installation, and servicing and repairing systems and equipment. Verifies and approves operational quality of system equipment.
* Resolves customer issues in the areas of hardware installation, repair, upgrade and maintenance. Assists in investigating and resolving complex installations and maintenance matters of significance.
* Instructs customers in the operation and maintenance of systems/equipment.
* Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.
* Acts as a liaison with customers on administrative and technical matters for assigned projects.
* Performs analysis and prepares reports on system problem trends and issues.
Tasks will include, but are not limited to:
* Incident management & resolution.
* IMACDs Installations, Moves, Additions, Changes and Deletions
* Provide onsite Hardware Break/Fix support (Dell) and manage OEM warranty provider
* Provide remote support to satellite sites.
* Acts as Smart hands and eyes.
* Provide mobile device support.
* Maintain and update existing network infrastructure.
* Peripheral support.
* Asset, Stock and Loaner equipment management.
* Coordinate all Multi-Function Device (MFD) and network printer installs.
* Instructs customers in the operation and maintenance of systems/equipment.
* Provide Project services as and when required
* Working directly alongside the client, managing own workload, whilst liaising with other teams or vendors to resolution
* Act as a central point of contact for the customer
* Create and maintain accurate documentation
* Performs analysis and prepares reports on system problem trends and issues.
* Participate in operational meetings as required
Essential Skills
* SLA and ticket priority
* Proven trouble shooting skills
* 4 + years previous experience in a similar role
* Support knowledge across Windows 10, O365, AD and SCCM
* Administering Windows Share\File permissions.
* Mobile connectivity (E.g., Android/iPhone)
* Good time management and organisational skills
* Able to follow detailed instructions
* Excellent communicator both face-to-face & over the phone
* Must be able to deal productively with workload with minimal supervision
Desirable
* ServiceNow
* ITIL Certification / Awareness