Desktop Support Specialist

2 days ago

Edinburgh, Edinburgh, United Kingdom GBA5 EntServ UK Limited Full time
Job Title: Desktop Engineer

GBA5 EntServ UK Limited is seeking a skilled Desktop Engineer to join our team. As a Desktop Engineer, you will be responsible for providing advanced 2nd Line support from ticket escalation via the Tech Bar, handling 2nd Line incident ticket handling, escalation, and problem diagnosis, and acting as the Point of Contact for VIP Escalations to provide fast and efficient resolutions.

Key Responsibilities:
  • Responsible for maintaining and promoting highest level of service to the client.
  • Adhering to technical standards, service delivery processes, and ensuring service delivery is both cost-effective and efficient.
  • Provide advanced 2nd Line support from ticket escalation via the Tech Bar.
  • Responsible for 2nd Line incident ticket handling, escalation, and problem diagnosis.
  • Act as the Point of Contact for VIP Escalations to provide fast and efficient resolutions.
  • Desktop / Laptop / VDI – build, configuration, and deployment to end users.
  • Assist with complex software installation / deployment.
  • Work within challenging SLA's and follow escalation paths to the leadership team and product specialists and 3rd parties promptly when required.
  • Represent the Deskside team in customer meetings and deputise in the Team/Function Lead absence.
Secondary Responsibilities:
  • Guide and advise the 1st Line Support Team and apprentices for first-time fix rates and enhance service.
  • Assisting the 3rd Line support teams with laptop, desktop, and VDI terminals support tickets.
  • Smartphone support (BlackBerry MDM).
  • Assisting with customer projects on an ad-hoc basis.
  • Create and update procedural documentation.
  • Basic telephony exchange support and local network cable patching.
  • Provide second-line operational support across a variety of platforms.
  • Initial investigation and reporting of network failures.
  • Take ownership in ensuring that reports are run and uploaded accordingly.
Requirements:
  • Knowledge of Microsoft Windows 10 Operating Systems as well as legacy OS i.e. Win7, XP – Deployment, configuration, and support.
  • Knowledge of Microsoft Office 2010 onwards.
  • Working knowledge of Active Directory – Administration Centre.
  • Basic understanding DNS, DHCP.
  • Working knowledge of Cisco AnyConnect VPN and RSA Secure Login.
  • Proven and demonstrable software and hardware troubleshooting skills.
  • Knowledge of Microsoft SCCM and OS / Application deployment.
  • Good written communication: concise and accurate call logging, documentation, and email correspondence.
  • Able to work well as part of a team or independently.
Desirable Skills:
  • ITIL Version 4 Foundation.
  • CompTIA A+ Certification.
  • Microsoft Windows 10 training and certification.

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