Deskside Support Engineer
Posted on Nov 22, 2022 by I.T. Alliance N.I. Ltd
Deskside Support Engineer required full time. This is a mobile position but you will be required on site weekly Thursday and Friday at the Halifax site (HX1 1UN).
During other days (Mon-Wed) you will be utilised at any other site or if no customer requirement you will assist Auxilion Service Desk, working from home.
To be considered you must have full driving licence and own car. Job role will include potential travel to anywhere within the UK often at short notice and with overnight stays (fully expensed).
You will have at least 1 year of deskside support experience/2nd line support.
Good customer facing skills and communication. Ability to work on own at multiple sites.
What will you be doing:
Responsible for resolving Incident tickets, IMACs and RFS related tasks within contractual Service Level Agreement (SLA) and completing all related administrative duties.
As the main interface to the customer, you will need to understand the local and regional infrastructure and key contacts in the other competencies, ie, stakeholders and 3rd party vendors, etc., this will ensure that the correct team is aware of, and acting on, the problem in hand.
Strong customer facing skills are a necessity as customer & client interaction is required daily, subsequently having a direct impact on customer satisfaction and the reputation of the Company.
To meet our customer needs within a diverse working environment, the role calls for a large degree of flexibility and covers multiple UK sites.
Resolve customer hardware/software PC problem tickets.
A technical knowledge of the supported platform is required as well as a working knowledge of the hardware.
Resolve tickets within the customer SLA and obtain a high Customer Satisfaction Rating.
Excellent communications skills required, both face to face and remotely.
Be aware of your security responsibilities & know how to access Company Group Security Policies hosted on the Intranet and the principles listed within
Carry out any ad hoc' assignments as and when required.
To be compliant with Health & Safety company policy and legislation.
Role is based at Halifax for two days a week (Thur/Fri) but at other times engineer will be called to provide cover at any other UK site often at short notice. If no cover is required Engineer can assist central service desk.
What skills will you have:
- Microsoft Windows XP/W8/W10
- Microsoft Office applications up to latest version
- Building of laptops and desktops,
- Active Directory,
- Hardware knowledge - Desktop/Laptop
Customer orientate attitude
Ability to work to tight customer SLA deadlines.
Working with remote tools eg, SCCM to deploy software and take remote control.
Able to provide problem determination support for bespoke applications.
Asset management skills
Knowledge of ServiceNow desirable.
Ability to follow process
- IT industry experience in a similar role
- A good understanding of analytical troubleshooting
- A good understanding of networks and windows Operating systems
- Able to diagnose/configure desktops, laptops, and printers both face to face and remotely.
- Desktop and laptop accreditation desirable
- Microsoft accreditation desirable
- ITIL accreditation desirable
- Knowledge of specific customer software
The successful candidate will be required to undertake Background Checks - Criminal Record & Credit Check
£26,000+ DOE & mileage & full expenses whilst travelling to other sites
Our Company, Auxilion - About Us
Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey.
Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.