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Deskside Support Engineer

4 months ago

Cambridge, United Kingdom Telefónica Tech Full time

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities. At Telefónica Tech we believe that technology can do great things: from extracting all the value of data to make the best business decisions, to ensuring the resilience of every organisation to build a more sustainable future.We servemorethan5.5mcustomerseveryday in over 175 countries, with a global ecosystem of market-leading partners. We are a global business with local strategic hubs in Spain, Brazil, the UK, and Germany.

In the UK and Ireland, Telefónica Tech UK&I has over 1,000 professionals helping leading brands and organisations across public sector, financial services and insurance, retail and manufacturing and commercial markets to unlock the power of integrated technology for all. We bring together in one place a unique combination of the best people, with the best tech and the best platforms. All in a simplified manner, to make a real difference to every business,every day. The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.

We live by our values by being open, trusted and bold.Open to new ideas and ways of doing things. Trusted by our employees, customers and partners. Bold in our decisions and actions.

A few of our Partners & Accreditations:

  • One of Microsoft UK&I’s top 3 Service Providers having achieved their most highly acclaimed Azure Expert status for the last 3 years. Also recognised as a key Fastrack and Inner Circle Partner working closely across and with Microsoft globally.
  • HPE Platinum Partner and pleased to have received the HPE FY23 UK&I Solution Provider of the Year award.
  • Part of the Fortinet elite VIP program and one of only 2 Ultimate Partners in the UK.
  • AWS Advanced Solution provider program and Managed Service Provider program.

Job Description

Main purpose of the job: To provide deskside technical support and advisory service of End UserCompute (EUC) devices, including resolving and enabling the resolution of incidents, problems,requests, and deploying new hardware and associated software.

Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:

  • Act as 2nd Line support for all EUC technical incidents through to resolution at deskside.
  • Create knowledgebase articles where repeated incidents are logged to assist Service Desk
  • Analysts to increase 1st time Fix
  • Proactive in providing solutions to common incidents to reduce call volumes
  • Resolve requests, incidents, problems and major incidents assigned to the EUC team withinservice level agreements
  • To log and follow up issues that have been raised with 3rd party support teams where appropriate
  • Support, manage, optimise and maintain the configuration and installation of Desktops,Laptops and hardware replacements
  • Comply with Desktop Good Working Best Practices & defined Quality management processes
  • Participating in a shift rota, supporting 24/7

Skills and Experience

  • Knowledge and experience on windows operating systems
  • Experience on EUC tools, remote support tools, Microsoft Office and Outlook
  • Experience on peripheral devices support (printers, scanners etc)
  • Awareness & understanding of Microsoft Active Directory (AD) & Group Policy
  • Awareness of ITIL process of Incident, Change, Problem, Service Request and related activities

Desirable skills

  • Certification in Microsoft Technologies
  • Experience with Service management, ServiceNow
  • Knowledgeable in AD
  • Experience supporting Lenovo, HP and Mac devices and tablets
  • Driving licence & access to a vehicle SAN technologies, Converged Infrastructure etc.)

Additional Information

Due to the location of the customer site it would be advantageous to have your own vehicle

This role does have a shift rota, supporting 24/7 (4 on 4 off)