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Desktop Engineer

2 months ago

Exmouth, Devon, United Kingdom GBA5 EntServ UK Limited Full time

Job Summary:

We are seeking a highly skilled and customer-focused IT Support Specialist to join our team at GBA5 EntServ UK Limited. As a key member of our technical support team, you will be responsible for providing exceptional support to our clients, ensuring their IT needs are met with efficiency and professionalism.

Key Responsibilities:

  • Provide wide-ranging technical support to end-users, resolving issues accurately and efficiently.
  • Work to maintain a dedicated commitment to service quality and customer experience.
  • Take ownership of escalated tickets, handling them appropriately and ensuring timely resolution.
  • Work comfortably on your own, identifying and prioritizing incidents, requests, and escalations.
  • Ensure all activity is accurately documented and recorded in line with ITIL practices.
  • Contribute to the creation and upkeep of Knowledge Base Articles.
  • Be comfortable working in a highly regulated environment, adhering to local and global policies.
  • Work healthily and safely, in accordance with company training and policies.
  • Adhere to all IT Asset Management procedures and policies.
  • Build and deploy PCs, patch network points, troubleshoot printer problems, support standard software packages, and other general IT tasks.
  • Be prepared to engage with ad-hoc tasks with a best effort and positive attitude.
  • Work comfortably in comms areas and data centers, providing 'Hands and Eyes' support to other teams as well as taking ownership and providing on-the-ground feedback and guidance to offshore teams.
  • Be ready and willing to learn new skills and procedures, growing and providing greater support for colleagues and clients.

Requirements:

  • Ready to learn and face new challenges.
  • Excellent English written and verbal communication skills.
  • Ability to work independently and as part of a small team.
  • Ability to work well with global teams.
  • Experience of working in a Desktop Support role (3yrs+).
  • Tested software and hardware troubleshooting skills.
  • Experience of supporting Windows 10.
  • Experience supporting legacy Windows operating systems.
  • Experience of supporting Microsoft Office suites including Office 365.
  • Experiencing working in a highly regulated / ITIL environment, with appropriate service / ticketing systems.
  • Proficiency with Network Infrastructure e.g., switches, routers, APs, patching, network architecture knowledge.
  • Server Hardware support experience (racking & providing Hands & Eyes support)
  • Printer hardware knowledge.
  • Willingness to support essential out of hours work when required.
  • ITIL knowledge.

Investment in Training and Development:

  • We offer a comprehensive range of training and career development opportunities, a structured induction programme, tailored job training as well as mentoring and support for relevant sponsored professional qualifications.
  • We're developing an environment where people can grow and harness their careers and skills to be the best that they can be to focus on the long term.

Our Culture:

  • Here at GBA5 EntServ UK Limited, we support with care and compassion, and we are constantly evolving our initiatives around equality, diversity, and inclusion to ensure that everyone feels equally involved and supported in the workplace no matter of who they are or what they do.
  • We are proud of the culture we are creating to ensure that our commitment is ongoing and have a diverse mix of employees working within an inclusive environment and culture to create a high performing workforce led by talented leaders.
  • We aspire to be recognised for our innovative and modern thinking approach.

Employee Benefits:

  • As part of our competitive remuneration package, flexible benefits are available. There is an option to 'flex up and down' on specific benefits, for example buy or sell annual leave, Private Medical Benefit, Dental and Travel Insurance.
  • You will also have access to 'Perks at Work', a discount store to purchase gift cards at reduced rates and get discounts on holidays, restaurants, activities, groceries and more.