Deskside Support Engineer

1 week ago

London, United Kingdom Bench IT Full time

**Deskside Support Engineer**
- £35-40k + benefits
- London - full time office based
- 2nd line support
- Peripherals

Leading professional services company is actively recruiting for an experienced Deskside Support Engineer who is comfortable attending the office on a daily basis to provide technical support to staff across end user hardware and Microsoft Office.

**Role & Responsibilities for the position of Deskside Support Engineer (2nd line support)**
- Day to day management of all Incidents and Service Requests passed from the Service Desk to the Level 2 onsite support queue, owning and progressing calls to other teams or third parties for further investigation.
- Update and manage the Service Delivery ServiceNow cases logged in your queue, ensuring the calls are assigned to yourself or promptly to members of the team and all notes, progress and required updates have been input sufficiently and accurately beforeclosure.
- Assist with the identification of Problem tickets and Service Desk trends by being conscious of reoccurring Incidents and Requests.
- Ability to work to ITIL based standards and processes, ensuring procedures are adhered to, highlighting any gaps, and suggesting improvements.
- Manage direct customer contact ensuring tickets are logged and procedures followed at all times.
- Have an understanding of asset management ensuring stock levels are maintained as appropriate with support of Third Parties and management.

**Essential experience for the position of Deskside Support Engineer**
- Experience supporting end user hardware, e.g., Laptops, Desktops, MFD's, Printers Scanners, Conference Phones, VC units, Telephony handsets, Mobile phones, IT accessories, etc.
- Experience supporting Azure Cloud solutions and/or similar platforms - AWS, Google etc.
- Experience using ITSM tools, specifically Service Now
- VMware ESX and VMware Horizon
- Windows Operating Systems
- Active Directory Domain Services including Group Policy and Certificate Services
- Nexthink Customer Experience Portal experience would be very advantageous
- Working knowledge of data infrastructure and data security
- End user computing and virtual desktop infrastructure.
- Ability to read and understand technical diagrams and work instructions

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