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Desktop Support Engineer

3 months ago

Edinburgh, United Kingdom GBA5 EntServ UK Limited Full time

Job Description:

Supporting one of our clients based on-site in Edinburgh, day-to-day activities will include resolving a wide variety of desktop software and hardware incidents and service requests, while minimising disruption and providing first-class customer service. The site benefits from easy access to travel links, free on-site parking and employee rates at the on-site restaurant.

This is a full-time, position working a 37.5-hour week between 07:30 – 16:00, Monday – Thursday and 07:30 – 13:00 on Fridays. The ideal candidate will need to have a flexible approach as overtime and on-call duties may be required.

Due to the nature of our client's work the successful candidate will need to either hold or be able to obtain SC Security Clearance.

Primary role requirements:

Responsible for maintaining and promoting highest level of service to the client. Adhering to technical standards, service delivery processes and ensuring service delivery is both cost effective and efficient Provide 1st Line Support via the on-site Tech Bar Responsible for 2nd Line incident ticket handling, escalation and problem diagnosis Desktop / Laptop / VDI – build, configuration and deployment to end users. Assist with software installation / deployment

Secondary role requirements:

Assisting the 3rd Line support teams with laptop, desktop and VDI terminals support tickets Hardware installation / upgrade / break fix for desktop, laptop, tablets and mobile devices Smartphone support (BlackBerry MDM) Assisting with customer projects on ad-hoc basis Create and update procedural documentation Basic telephony exchange support and local network cable patching Provide second line operational support across a variety of platforms. Initial investigation and reporting of network failures. Take ownership in ensuring that reports are run and uploaded accordingly.

Essential Skills and Qualifications:

Knowledge of Microsoft Windows 10 Operating Systems as well as legacy OS i.e. Win7, XP – Deployment, configuration, and support Knowledge of Microsoft Office 2010 onwards Working knowledge of Active Directory – Administration Centre Basic understanding DNS, DHCP Working knowledge of Cisco AnyConnect VPN and RSA Secure Login Proven and demonstrable software and hardware troubleshooting skills Knowledge of Microsoft SCCM and OS / Application deployment Good written communication: concise and accurate call logging, documentation and email correspondence Able to work well as part of a team or independently.

Desirable skills / qualifications:

ITIL Version 4 Foundation CompTIA A+ Certification Microsoft Windows 10 training and certification