Deskside Support Engineer

About The Role

Purpose

Working in the IT Infrastructure team, the Deskside Support Engineer is responsible for providing efficient and effective first and second line technical support to end-users across multiple office locations.

The role involves installation of hardware and software, troubleshooting software and hardware issues, assisting with IT related queries and completing IT administration tasks.

The team member will primarily work from their main office location but will be required to visit other offices if the need arises.

Responsibilities

• To provide first and second line support of the IT infrastructure as a priority, efficiently balancing requests via helpdesk tickets, phone calls and walk-ups through
• Service or change requests
• Incident resolution
• Delivery of scheduled daily, weekly and monthly tasks
• Installing and configuring new hardware and software, ensuring infrastructure standards are maintained.
• Troubleshooting and fault reporting of end-user devices
• Reporting progress to the IT Infrastructure Operations Manager, immediately escalating outages, major delays and other serious issues
• Completing IT administration tasks to the defined standard including but not limited to user account creation, group amendment, leavers process, resource allocation.
• Assisting and applying operating system updates and patches
• Maintaining and updating the Infrastructure team’s documentation library
• Assist with ensuring that IT security policy and procedures are enforced and staff are aware of their contribution.
• Providing out of hours support cover for application deployments and upgrades, on a rota where required
• Act as an on-site point of contact for third line support teams to assist with the resolution of incidents. This may include performing certain activities at the direction of third line support teams such as patching, power cycles, replacing drives or any such activity which requires on-site presence
• Travel to various office locations on an ad-hoc basis to provide on-site end-user support.
• Work closely with colleagues to maintain a high-performing team
• Assist in distributing knowledge amongst members of the Infrastructure team to aid personal development and the improvement of the IT Infrastructure
• Maintain a technical advantage through continual training and personal development
• Understand the business strategy and contribute to the overall goals of the business through infrastructure development, improvement and support
  

About You

Skills / Tools

• Excellent PC support skills including a broad knowledge of Windows Client OS, Office 365 Apps and experience of supporting 3rd party desktop applications
• Installing and configuring end-user devices
• Ability to logically and methodically problem solve IT issues
• Excellent experience with supporting Azure AD\Entra ID
• Excellent experience with supporting and troubleshooting Microsoft 365 and Exchange Online
• Excellent experience with supporting and troubleshooting Microsoft Teams
• Experience with supporting and troubleshooting Intune
• Experience of installing and utilising server and desktop hardware
• Strong customer service skills
• Excellent written and oral communication skills
• Proven track record of delivering to commitments
• Knowledge of industry recognised IT and support practices
• An understanding of IT infrastructure technologies. Including DNS, DHCP, routing, TCP/IP
  
  

Qualifications

• Microsoft certifications in relation to M365, Intune, Entra ID\Azure are a distinct advantage.
  
  

Other Relevant Information

• Team player
• Conscientious
• Good attention to detail
• Good time management skills
• Proactive approach
• Ability to think laterally
• Proven track record
• Can-do attitude
• Willing to take responsibility
• Reporting to the Infrastructure Operations Manager
  
  

About Us

Not Specified

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