Desktop Support Engineer

3 weeks ago

Southampton, United Kingdom Exponential-e Full time

**Overall purpose of the job**:

- Provide technical escalation for all Service Tickets assigned to the on-site Desktop Support team from the Service Desk
- Provide 2nd Line on site as well as remote desktop support to Exponential-e customers
- Work in a rotation to provide on-site 2nd Line Desktop support to Exponential-e customers
- Primarily responsible for managing and owning support tickets and driving customer issues through to resolution

**Key responsibilities for this job**:

- Respond to support contacts and tickets as assigned within Service Level Agreements
- Maintain an understanding of the internal escalation process
- Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisations
- To be a highly motivated team player with the skills and ability to manage changing priorities
- Setup/Configure/Maintain/Administer desktop computers and peripherals and test network connections
- Provide physical Workstation and peripheral relocations
- Performs general preventative maintenance tasks on computers, laptops, printers
- Access Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password resets);
- Escalate issues and involve Service Desk wherever required in order to resolve an issue as quickly as possible

**Knowledge and experience required**:

- Experience in managing/troubleshooting Windows Desktop Operating Systems
- Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop, SQL Server technologies
- Experience in using ITIL based ticketing system (ITIL foundation preferred)
- Desired skills in Microsoft System Centre, SharePoint and other Microsoft solutions
- Applicants will ideally be Microsoft 365 and/or Azure certified to Fundamentals level, working towards Associate

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