Deskside Support Engineer II
Posted on Aug 1, 2019 by CV-Library
This is a great opportunity to be part of a Service Delivery Team providing IT support services to a major retail organisation.
Responsible for onsite technical services based at the customer's head office in West London providing deskside support services including hardware & software break fix and IMAC services; advising and assisting users in solving problems related to software, hardware, networks and peripherals using available technology. Analyses system's needs, troubleshoots problems. Provides user support, new hire system set ups and desktop/laptop software evaluations. Deployment of updates/roll-outs. 80% software support with some knowledge of desktop hardware, OS, servers, and data bases. Provide quick response and maximum uptime of users. Understands customer goals; identifies consequences of various solutions. Develops project installation and escalation plans. Train users according to technical, release and security standards. Good communication skills, able to articulate technical solutions using basic explanations. Should continuously utilize on site customer visits and contacts to identify and report new business opportunities (hardware and services) for the benefit of overall business growth.
Software and system fault diagnosis, analysis and fix.
Case management of Incidents and IMAC's in line with SLA's
Acknowledge and respond to emails from Team Leads and Manager
Liaising with other teams or vendors to resolution
Risk awareness of technology and business impact
Manage / Provide support and technical expertise to projects as directed
Proactively keeps customer updated with problem status at all times
Identifying and reporting risk as appropriate in accordance with the guidelines
Manage incident tickets using Solution Manager
Support Remote / Home users
Manage and support VC equipment
Provide 1st /2nd line hardware and software support for laptops
Provide iPhone support
Provide printer support
Management of RSA tokens
Updating Hardware Asset records
Configure iPhone using MDM management software
Provide induction to new starters
IMAC management - working collaboratively with Facilities to meet schedules
Deploying and configuring laptops and migrating user data
Document all triage and knowledgebase information, including new and changed services, procedural changes, etc. as appropriate.
PC/Desktop Support knowledge including Windows OS & Windows Office Suites and core application suites.
Administering Windows Share\File permissions.
Mobile connectivity (E.g. secureID/MAS/MDM
Good knowledge of Workstation, Desktops & H P Laptops
Honest, dependable, Reliable & Punctual.
Accepts and handles responsibility.
Cooperates with supervisors.
Willing to learn new skills.
Speaks and listens effectively.
Works with minimum supervision.
Solves personal and professional problems.
Excellent Communication and People skills.
Friendly phone manner.
Must be well organised.
Must be able to deal productively with a high workload.
A flexible approach and work alongside the various operational teams.
Pro-Active approach to work
Microsoft Certification (MCSE/MCSA/MCP's)