Onsite Service Engineer


Posted on Nov 24, 2022 by Capgemini

Barrow-in-furness, Cumbria, United Kingdom
Immediate Start
Annual Salary

The job on offer

Reporting to the EUS Lead Group, the role will have Second Line responsibility for pre-empting (Automation), investigating and resolving Incidents. Completing IMACs and Requests where applicable; and assisting with Problem, Project and NSR Tasks assigned to the Desktop Support Team. The individual will also support Testing for the Evergreen Desktop service. The individual must be MoD SC Cleared or be capable of obtaining MoD SC Clearance. The candidate must be a sole UK National, with a full UK Driving Licence.

Your role

. Second Line responsibility for resolving Incidents to SLA
* Requests/IMACs completion to SLA
* Escalations - responsibility to be below 2%, per Incident per month
* CSATs for Incidents handled to over 4.5 out of 5 per month
* Pro-active communication with the Service Desk and Level3 Teams, leading to efficient resolutions and completions
* Undertaking Project Tasks in support of both internal and external Project Managers
* Completing Problem Tasks to KPI
* Undertaking NSR Tasks to agreed timescales
* Effective Customer handling
* Keeping the EUS Lead Group informed of any IT concerns escalating as necessary

Your profile

. Microsoft Windows O/S (Windows 10 & Windows 7) - working knowledge of build, configuration and registry settings
* Desktop hardware architecture - predominately HP desktop and laptops
* SCCM experience including OS deployment, application deployment, fault finding, monitoring and reporting
* Microsoft Office suite - configuration, templates, macros, add-ins, advanced features and user preference configuration
* Active Directory - basic administration, User configuration
* Messaging and collaboration tools - an appreciation of the Microsoft Exchange environment, email client configuration, MS Outlook, instant messaging tools (Skype for business)
* Networks experience to include an understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE and VPN/remote connectivity
* Automation - Understanding of Scripting technologies such as PowerShell, VB Scripting and batch Files
* Security - disk encryption using bit locker, NTFS permissions and shared folder security
* Computer peripherals - including but not limited to printers (including MFD's), display screens, docking stations, port replicators, cameras and scanners
* Working Knowledge of IT Service Management (ITSM) software (ServiceNow) especially Incidents and Requests

Reference: 1802707275

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