Technical Support Engineer

3 weeks ago

Cambridge Cambridgeshire, United Kingdom Telefónica Tech (EN) 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.
Global strategic hubs: 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.
Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
AWS: Advanced Solution & Managed Service Provider Program
To provide deskside technical support and advisory service of End User Compute (EUC) devices, including resolving and enabling the resolution of incidents, problems, requests, and deploying new hardware and associated software.
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 
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
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 
Certification in Microsoft Technologies 
Experience with Service management, ServiceNow 
Experience supporting Lenovo, HP and Mac devices and tablets 
Driving licence & access to a vehicle SAN technologies, Converged Infrastructure etc.)
This role does have a shift rota, supporting 24/7 (4 on 4 off) 
 

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