Desktop Support Engineer (Gloucester)

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 ShareFile 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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