Deskside Support Engineer Ii

We are looking for a team orientated, highly customer focused and enthusiastic Desktop Support Engineer who will support one of our well-established clients, providing a best-in-class support experience based on-site in Fulbourn. The site benefits from freeon-site parking.

In this role you will work Monday - Friday, 08:00 - 16:00 based on the site in Fulbourn, providing second-level support in a face to face and virtual environment on issues and requests including, but not limited to:

- ServiceNow ticket management
- Microsoft Windows operating system - all related issues
- Microsoft Office 365 ProPlus/2019 - all related issues
- Software related issues (Standard & Non-Standard)
- SLA focused, with proactive support in the form of knowledge-base articles and user training
- AD Management
- HP Desktop & Laptop hardware scopes:

- RAM upgrade
- Keyboard exchange
- SSDHD replacement
- SCCM SW deployment issues (front end)
- Smartphones & Portable Devices experiences for SIM configuration
- Meeting room management (Video and Audio Equipment)
- Servers under Local Support
- Network cabling and port patching, Wi-Fi network, replacement of router
- Document and Asset management
- Smart Hands and Eyes for other support teams

**Essential skills & experience**:

- **Must hold a full UK driving licence & have access to your own vehicle due to early start time**:

- Excellent interpersonal communication skills, positive and engaging manner and a high degree of customer service aptitude
- Support experience in either a Walk in Centre or Virtual Walk in Centre environments, or direct end user desk side support
- Strong understanding of ITIL incident management, including upholding SLAs and communication to end users
- Strong knowledge of Microsoft and OS X based operating systems, as well as computer imaging and onsite and warranty for end user equipment
- Experience with researching complex issues with end user software and hardware
- Self-motivated achiever who gains satisfaction from providing excellent customer service