Desktop Support Engineer (Gloucester)
Job Description:
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, 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.
* Create and maintain accurate documentation.
* Participate in operational meetings as required.
Essential Skills
* SLA and ticket priority.
* Proven troubleshooting 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.
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