Technical Support Specialist

4 weeks ago

Slough, Slough, United Kingdom Excis Compliance ltd Full time

We are seeking a highly skilled and proactive Level 2 Field Engineer to support a dynamic client environment. The ideal candidate will assist end-users with technical issues, monitor network systems, and ensure the smooth functioning of PCs and peripherals.

Key Responsibilities:

  • Provide onsite and deskside support to end-users.
  • Troubleshoot and resolve PC issues following guidance from Level 2 engineers or designated points of contact.
  • Ensure all incidents and requests are handled within the established SLAs in a high-pressure environment.
  • Build, configure, and troubleshoot hardware, including installation of company-standard images on PCs and laptops.
  • Maintain accurate and up-to-date records of all tickets daily.
  • Support meeting room environments, including video conferencing setups.
  • Provide technical support for peripherals, such as printers, scanners, and mobile devices (iPads, iPhones, Android).
  • Assist with data backup and restoration as needed.
  • Provide "smart hands" support for data center equipment, replacing components as directed.
  • Conduct routine maintenance tasks, such as daily tape changes for backups and managing tape libraries.

Requirements:

  • Excellent customer-facing skills with a professional appearance.
  • Demonstrates initiative and independent problem-solving abilities.
  • Builds effective relationships with team members and across departments.
  • Capable of adhering to company standards for conduct and ethical practices.
  • Works efficiently under minimal supervision, demonstrating strong organizational skills and the ability to prioritize tasks.

Technical Skills & Experience Required:

  • Minimum 3 years of onsite technical support experience.
  • Experience with Call Logging systems.
  • Strong working knowledge of Windows 7/10 and Microsoft Office applications.
  • Familiarity with MAC support is a plus.
  • Experience with mobile devices, including Android and iOS.
  • Competency in troubleshooting, building, and configuring both legacy and current PC/laptop hardware.
  • Familiarity with Microsoft SCCM.
  • Ability to replace defective hardware components as identified.
  • Hand-on experience with data center equipment, including installation, troubleshooting, and cable management.
  • Excellent communication skills in English.

Preferred Certifications:

  • CompTIA certifications (e.g., A Network).
  • Microsoft certifications (e.g., MCP, MCITP, MCSE) either completed or in progress.

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