Deskside IT Support / 2nd Line IT Support Job ID 206566 Posted 24-Mar-2025 Service line Advisory Segment Role type Full-time Areas of Interest Digital & Technology/Information Technology Location(s) London - England - United Kingdom of Great Britain and Northern Ireland 2nd Line Field / Deskside IT support We are seeking a candidate with 2nd Line Field/Deskside support experience who possesses exceptional technical knowledge of desktop deployments, hardware peripherals, and workstation decommissioning / recommissioning. The ideal candidate should have experience in deploying and supporting Windows 7, 10, and 11 environments, with basic Mac knowledge being an advantage. Additionally, they should have excellent content knowledge and mastery of Microsoft Office packages. Knowledge of ITIL, MCDST, MSA, Compita A/Network certifications is an added advantage. The candidate should also have experience troubleshooting software and hardware problems through debugging, testing, and vendor assistance. The UK IT team consists of 16 Engineers and 4 Team Leaders. The team provides 2nd line technical support to the whole UK region. Our team is onsite 5 days a week and work on a shift pattern. Shift patterns are 7am to 7pm (this rotates across the team and are as follows 7am - 4pm, 8am - 5pm, 9am - 6pm, 10am - 7pm) What you will be doing in the role: - Assist with reported deskside IT related queries, either through walk-ups, email and telephone. - Investigating and evaluating reported end user problems, failures and errors escalated through the EMEA IT Service desk. - Troubleshoot reported hardware and software Incidents logged to the team via ServiceNow. - Ensure all assigned tickets are actively worked on to achieve closure/resolution within the set SLA's. - Maintain relevant and up to date notes on all assigned tickets. - Communicate regularly with end users on the status of open tickets and provide recommendations on the replacement of computer peripherals and program changes to resolve software related issues. - Conduct daily printer and meeting room AV status checks, to ensure the uptime of equipment and to ensue minimal disruption to the business. What you will need to perform the role: - 2nd Line Field/Deskside support experience. - Possess exceptional technical knowledge of desktop deployments, hardware peripherals and workstation decommissioning/recommissioning. - Knowledge of deploying and supporting Windows 7, 10 and 11 environments; basic Mac knowledge is an advantage also. - Have an excellent content knowledge and mastery of Microsoft Office packages - Knowledge of ITIL, MCDST, MSA, Compita A/Network is an added advantage. - Experience with troubleshooting software and hardware problems through debugging, testing and vendor assistance. - Knowledge of supporting and troubleshooting mobile devices, including iPads/iPhones and Android devices. - Printer exposure required for general troubleshooting issues. - Experience assisting with meeting room AV, and meeting room setups for small to large meetings and events, Zoom, Teams - Basic understanding of Networking fundamentals. - Exposure and practical working knowledge of Active Directory (on-prem/Azure), Intune, O365, NTS permissions - Comfortable working alone on individual tasks, as well as part of a team for larger projects. - Maintain a flexible and customer orientated professional attitude. - Provide technical guidance and/or training to co-workers. About CBRE Group, Inc. CBRE Group, Inc. (NYSE:CBRE), a Fortune 500 and S&P 500 company headquartered in Dallas, is the world's largest commercial real estate services and investment firm (based on 2024 revenue). The company has more than 140,000 employees (including Turner & Townsend employees) serving clients in more than 100 countries. CBRE serves a diverse range of clients with an integrated suite of services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services. Please visit our website at www.cbre.com. Working at CBRE When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values - respect, integrity, service and excellence - and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to realize your full potential. Equal Opportunities We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. For information about accommodations we can make during the recruitment process, please visit: https://www.cbre.co.uk/careers/accommodations. Our Values in Hiring At CBRE, we are committed to fostering a culture where everyone feels they belong. We value diverse perspectives and experiences, and we welcome all applications. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)