On-site Desktop Support Engineer

2 days ago


Gloucestershire South West Gloucester, Gloucestershire, United Kingdom DXC Technology Full time

Job Description

We are looking for a Stonehouse (Gloucester) based Deskside Support Engineer. In this role you will be working in partnership with a high-profile organisation that provides engineered systems and components for the automotive industry.

Main responsibilities:

  • Provides on-site field support to customers including installation, and servicing and repairing systems and equipment. Verifies and approves operational quality of system equipment.
  • Resolves customer issues in the areas of hardware installation, repair, upgrade and maintenance. Assists in investigating and resolving complex installations and maintenance matters of significance.
  • Instructs customers in the operation and maintenance of systems/equipment.
  • Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.
  • Acts as a liaison with customers on administrative and technical matters for assigned projects.
  • Performs analysis and prepares reports on system problem trends and issues.

Tasks will include, but are not limited to:

  • Incident management & resolution.
  • IMACDs Installations, Moves, Additions, Changes and Deletions
  • Provide onsite Hardware Break/Fix support (Dell) and manage OEM warranty provider
  • Provide remote support to satellite sites.
  • Acts as Smart hands and eyes.
  • Provide mobile device support.
  • Maintain and update existing network infrastructure.
  • Peripheral support.
  • Asset, Stock and Loaner equipment management.
  • Coordinate all Multi-Function Device (MFD) and network printer installs.
  • Instructs customers in the operation and maintenance of systems/equipment.
  • Provide Project services as and when required
  • Working directly alongside the client, managing own workload, whilst liaising with other teams or vendors to resolution
  • Act as a central point of contact for the customer
  • Create and maintain accurate documentation
  • Performs analysis and prepares reports on system problem trends and issues.
  • Participate in operational meetings as required

Essential Skills

  • SLA and ticket priority
  • Proven trouble shooting skills
  • 4 + years previous experience in a similar role
  • Support knowledge across Windows 10, O365, AD and SCCM
  • Administering Windows Share\File permissions.
  • Mobile connectivity (E.g., Android/iPhone)
  • Good time management and organisational skills
  • Able to follow detailed instructions
  • Excellent communicator both face-to-face & over the phone
  • Must be able to deal productively with workload with minimal supervision

Desirable

  • ServiceNow
  • ITIL Certification / Awareness


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