Desktop Support Engineer

4 days ago


Hemel Hempstead, Hertfordshire, United Kingdom Lifelancer Full time

We are seeking a skilled Desktop Support Engineer to join our team in the EMEA region. This role will provide technical support for local and remote staff, ensuring the continued operation of desktop and laptop equipment.

Job Description

The successful candidate will prioritize their own time and resources to efficiently meet Service Level Agreements (SLAs) and support local operational activities. As a customer-facing IT support professional, you will play a key role in providing technical support to our colleagues at our Basingstoke and Hemel Hempstead sites.

Responsibilities:
  • Hardware and software incident resolution for on-site and remote users within defined SLAs, using standard remote-control tools.
  • Support existing and new IT infrastructure and applications for designated functions/sites/applications platforms (SME).
  • Utilise service management tools and update as incidents are progressed or resolved.
  • Plan, coordinate, and carry out hardware installation, moves, adds, and changes, including lifting and transporting objects, such as computers and peripherals, occasional inspection of cables in floors and ceilings.
  • Software installation using software deployment tools.
  • Write site documentation, run books, and knowledge articles.
  • Network support, including port activation, and extended working with Network Support Engineers.
  • Advanced telephony, Cisco user administration, and support, including Hunt Group setup and reporting.
  • Advanced Voicemail, Video-conferencing, and Meeting Room support.
  • Advanced support and problem-solving for printers, including prioritisation of critical issues.
  • Deliver complex project work under guidance when agreed.
  • Follow Desktop Good Working Practices and wider Thermo Fisher Scientific Quality Management processes.
  • Present an effective, timely, and professional Thermo Fisher Scientific presence to our customers, spanning various departments and job roles.
  • Identify and implement opportunities for continuous service improvement, e.g., Shift Left.
  • Attend, participate, and report on team and customer meetings.
Requirements

We require proven support experience in a customer-facing role, providing 2nd line technical support (including remote management tools). You should hold an ITIL qualification at Foundation Certificate (or equivalent). Demonstrable experience with Windows 10/11 is essential. Strong customer engagement skills and integrity are also required. Ability to clearly define, prioritise, and complete tasks, as well as prioritising own time, setting realistic timescales, and completing within agreed timescales, are crucial. Excellent analytical, evaluative, and problem-solving abilities are necessary. Experience of DELL (or equivalent) hardware is desirable. A degree (or equivalent) in computer science, information sciences, or related fields, knowledge of virtualization technologies, support experience with Microsoft Office 365, understanding of current network hardware, protocols, and standards, understanding of Information Security principles, familiarity with Windows 11 management and deployment technologies, and appropriate Microsoft certification are preferred.



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