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Deskside Support Engineer II

Posted on Aug 1, 2019 by CV-Library

Wiltshire, United Kingdom
Wholesale Trade
Immediate Start
£23k - £23k Annual
Full-Time
An exciting opportunity has arisen to join a world leading global organisation. Our client, a blue-chip IT company, is currently seeking a Deskside Support Engineer II based on their customer site in Swindon supporting approx. 500 users to a high standard. This is a full-time, permanent role working Monday - Friday between 08.00am and 16.30pm with a 30-minute lunch break to start ASAP. The role is paying up to £23,000.00 per annum.

We are looking for a customer-focused desk side engineer with a genuine interest in solving people's IT issues. The applicant should be technically competent, possess excellent written and face to face communication skills and be willing to collaborate with wider Global I.T support teams. Day to day activity on this customer site includes resolving and supporting a wide variety of laptop, desktop hardware incident issues and requests, network incidents and requests and stock management while minimizing disruption to users.

RESPONSIBILITIES:

Providing 1st and 2nd level desktop/laptop support

Monitor call management system to include continuous updating and closing of calls when resolved

Strictly meet all Service Level Agreements

Adhere to all policies and procedures as set out by the customer

Provide support for; Walk-in Service Centre, Installs, Breakfix, Refresh, Training Rooms, Conf Rooms/AV Support, , and Digital Signage

Troubleshoot Office Software Issues: Be able to support common software issues within the Office Suite

Support Wireless office environment

Offer productivity assistance and training to all customers

Provide proactive support to all customers

Participate in Project based assignments when required

Document and keep processes & procedures up to date

Participate in weekly Audio Visual proactive maintenance schedule when required, log and resolve issues

Endeavour to fix and close all calls assigned to the Telecoms & Networks queues within SLA and be able to analyse and troubleshoot network and telecoms problems up to an intermediate level. 1st and 2nd Line

Plan and schedule daily tasks according to priority and severity; Use sound judgment on a variety of problems requiring deviation from standard practices; Use initiative to provide a quality solution and service to the customer.

Be able to troubleshoot/diagnose WLAN Issues and escalate to next Level Support if required.

Provide support to the client's day-to-day operations network team.

Support of the Network Management Alerting System, to include active follow up and closure of critical alerts.

Adhere to SMBWA (Safety Management By Walking Around audit policies for all Comms rooms where there is network equipment and perform monthly SMBWA Audits.

Follow-up/closure on issues highlighted during the audit.

Return of defective parts to vendor as per RMA process.

Creation of Cisco TAC Case for failed parts.

Replenishment of spares in relevant locations when they are used for failures.

Attend regular Network team's operation meetings

Stock asset management tasks including managing deliveries, hardware returns, stock taking audits, end to end management of the hard drive process, surplus and disposition of stock , manual handling tasks and peripheral management.

Provide support to the end-to-end process of the Asset Management function locally.

ESSENTIAL SKILLS

At least 1 years' experience in a similar position is essential

Previous experience with Cisco kit is preferred . i.e. Cisco CAT OS & CAT IOS Switches and Routers (small/medium & large switches)

Professional, with excellent customer focus, customer interaction abilities and communication skills

Team player with excellent interpersonal communication skills

Understands the value of following the appropriate process or procedure

Unquestionably flexible and present a value-add performance.

Ability to quickly adapt and learn.

Self-motivation and the ability to work under minimal supervision are a must

Excellent hardware knowledge

Experience in Refresh/Rollout activity

Proficient knowledge of Windows OS (WIN 10, 8.1, etc ) and Microsoft Office suite

Full lean driving license

DESIRABLE SKILLS

Terminal Server experience an advantage.

CCNA desirable

Reference: 210525362

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