Desktop Support Engineer
2 weeks ago
Job Description:
The role will focus on the following migration areas:
• Windows 10 to Windows 11
Required Skills / Experience:
• Strong experience with Windows 11 deployment, configuration, and troubleshooting
• Strong experience with SCCM/MECM and Group Policy
• Understanding of Windows Hello for Business deployment and configuration
Key Responsibilities
• Providing site support to assigned offices, working with business stakeholders to proactively improve IT systems and support.
• Contribute to projects as required relating to new technologies or office requirements.
• Service desk escalation point for assigned offices.
• Resolve tickets that are escalated to onsite support and reduce tickets to the service desk through proactive support and management of systems in assigned offices.
• Actively contribute to problem management and knowledge transfer.
• Work closely with the Service Desk to feedback on support calls and ongoing issues and manage their resolution within the Service Level Agreement.
• Liaise with and update users on the progress and resolution of their issues.
• Update systems and documentation with new information to enable the Service Desk 1st/2nd line Teams to be more efficient and resolve incidents quickly.
• Proactively identify repetitive work and report this back to the line manager with possible solutions for automation or improved efficiencies. What we are looking for
• A clear, concise, and friendly telephone/deskside manner is critical, as well as the ability to prepare written material that is understandable, and well-structured.
• Minimum of 5 years’ experience working in an IT support role.
• Experience working in a 2nd line IT Support line position.
• Experience working with Windows 10 /11 in a corporate environment.
• Experience with PC Imaging software. Windows Deployment Server / Microsoft deployment toolkit would be of particular benefit.
• Experience using Apple iPhone /iPad products.
• An ITIL certification.
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