Desktop Support Engineer

2 weeks ago

London, United Kingdom Infoplus Technologies UK Limited Full time

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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