Deskside Support Engineer

3 days ago


Newcastle Upon Tyne, United Kingdom Cerco IT LTD Full time

This is a permanent position based on site in Newcastle, Monday to Friday working 37.5 hours per week. There may on the rare occasion be a need to work outside of normal hours.

**Key Skills & Responsibilities**:

- Provide support of aligned sub-services, 'best effort’ support for scientific instruments, software and connectivity
- Manage Requests and Incidents to agreed SLAs. The Client’s tool of record is currently Service Now (SNow), training will be provided in the tool
- Provide Hands and Eyes support for Servers and Hosting services to visiting engineers
- Asset Management
- Accurate and timely creation and maintenance of PC records in the CMDB, including physical tagging
- Secure storage & management of PCs including component & peripheral spares
- Manage decommissioning and uplift of end-of-life equipment

**Essential Skills and Qualifications**:

- Strong knowledge of Microsoft Operating Systems, including WIN10, 7 & XP, security patching & PC software installation methodologies. Support scope covers Networked and non-networked devices.
- Strong diagnostic skills in logical and physical components of PCs and connected devices
- Basic knowledge of Networks & Active Directory (AD)
- Previous experience in a customer facing environment
- Previous experience in providing support in a EUC environment and be able to discharge their tasks in a remote fashion if required, (for example during lockdown), but be available to attend site as needed
- Able to follow process instructions and complete step by step validation documentation accurately. Training will be provided for these processes



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