Desktop Engineer

Project Description:
Provide technical support to our customers and projects in relation to APS Services.

Role Description:
The role will be a technical Support Engineer within Account Production Services (APS) working on developing technical skills and working as part of a team in Telford to fault find and resolve technical issues that end users maybe experiencing. Supporting Windows 10, Windows 11, MacOS and O365 whilst developing knowledge to support non-standard applications.
Once training has been completed and you have developed with the role, you may be asked to travel to another site to assist with supporting activities. Expenses will be provided.

Tasks:
Provide Desktop Support.

• Fault identification and resolution of incidents/requests within contracted SLA targets
• Mobile solution support (Mobile Phones and Laptops)
• Software and hardware installation
• PC Configuration
• Building Laptops & MacBooks
• Assisting with Stores tasks when required
• Creating and maintaining support documentation
• When trained you will be expected to work on the Tech Table or Virtual Tech Table assisting end users with technical issues

Technologies:

• Windows 10, Windows 11 and MacOS
• Microsoft Office 2016 O365
• Hardware - Desktops, Laptops, Tablets, Mobile Phones and Printers
• Cisco AnyConnect VPN, SCCM, Active Directory,
• Various software products, applications, and services
• WiFi Access Points and basic networking principles
• Meeting room technology

Technical Skills Required:

Mandatory Skills:

• Knowledge of Windows 10 and or Windows 11
• Knowledge of Microsoft Office products (Outlook, Excel, Word, Powerpoint, MS Teams and OneDrive
• Knowledge of Apple devices (MacBooks, iPads and MacOS)
• Hardware Familiarity (Desktop, Laptop, Printers)

Desirable Skills:

• Knowledge of ServiceNow Management tools
• Knowledge of Mobility Solutions
• Knowledge of the Microsoft Power Platform
• Previous experience in PC Hardware/Software support
• Active Directory
• Understanding of basic networking principles
• MCSE Certification

Business Skills:

Mandatory Skills:

• Excellent Communication skills (verbal and written)
• Customer service
• Time Management
• Organisation
• Be able to work using our 7 shared values with peers, customers and clients (Honesty, Boldness, Trust, Freedom, Team Spirit, Modesty and Fun)

Desirable Skills:

• Able to perform under pressure and meet tight deadlines
• Analytical and methodical approach to problem solving
• Must be self-driven and have the ability to use initiative and tenacity to resolve issues
• Able to work with minimum supervision
• Team player who can work with other teams to provide a service to the client with an agreed SLA