Desktop Support Engineer

Job purpose :

• The Desktop Support Engineer role is to provide a single point of contact for end users to receive support and maintenance within the organization's end user computing environment.
• Delivering the highest level of support to end users ensuring the most cost-effective use of the business systems and allowing us to gain maximum return on the IT investment.
• This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers, ticketing machines, payment devices and scanners).
• The person will also help with troubleshooting problems (in person, by telephone, or via remote access) in a timely and accurate fashion and provide end-user assistance where required & directed.
• On the job training will be given & over a period of time we will help develop your IT know-how in a corporate environment.

The remit of the role includes the following under the supervision of Field Services Manager:

• Install, upgrade, support and troubleshoot Windows 10, 11, MacOSx, Microsoft Office and any other authorised desktop applications.
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment.
• Install, upgrade, support and troubleshoot Windows based laptop, desktop and MacOSx
• Install, upgrade, support and troubleshoot for Self Service ticketing machines, Chip and Pin payment devices.
• Upgrade, support and troubleshoot issues related to phones and tablets both iOS and Android
• Upgrade, support and troubleshoot issues related Windows based tablets '
• Customize desktop hardware to meet user specifications and site standards
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment
• Be aware of current Health and Safety requirements and co-operate with Facilities Management
• Performs remedial repairs on computers, laptops, printers and any other authorised peripheral equipment
• Develop trends by monitoring and analysing incoming calls, problems and support requests
• Co-ordinate and manage through to resolution all incidents involving internal/external third line support teams
• Maintain and enhance the Asset Register of IS hardware and software for customer
• Establish and maintain effective working relationships with the Hexaware IS department & supported customers
• To provide a key provision of liaison between relevant areas of the business and the IS department to ensure rapid response to all problems, ideas, issues and queries raised

Main responsibilities:

(70%) To administer 2nd line support, in response to requests from the business.

(10%) To ensure that, both through direct response and co-ordinating escalation of problems where appropriate, users can operate with maximum systems availability and understanding of the end user computing environment.

(20%) Other tasks as appropriate

Technical skills and competencies:

• Familiarity with Intel based computer hardware

• Hands-on experience with Windows/Mac OS environments

• Familiarity with iOS, Android and MDMs Intune and Knox

• Familiarity with layer 1, layer 2 and layer 3 networking devices

• Working knowledge of MS office products

• Hands-on experience with Active Directory and groups and policies

• Hand-on experience with Software deployment SCCM and Altris

• Ability to deal with customers at all levels through an approachable and customer focused awareness.

• An inquisitive and analytical mind who is service driven.

• A methodical and accurate worker, able to manage life cycle of incidents through to resolution.

• Evidence of competent writing skills and attention to detail.

• The ability to communicate clearly.

• The confidence, maturity, and stature to deal effectively with colleagues in all parts and levels of the business.

Role-specific knowledge and expertise:

Essential

• PC build and repair

• Patch Management

• Mean time to repair - Onsite analysis, diagnosis and resolution of desktop problems for end users

• Collaborate with 3rd level support to prevent system downtime

• Network Changes & Management

• Software/hardware/network troubleshooting

• Assist with server and workstation patching to ensure the security of the infrastructure

• Assist in the maintenance, management and documentation of the network systems

• Ensure performance of team against SLA

• Ability to escalate problems effectively

• Anticipate and report potential issues and problems

• Implementation of improvements and suggestions

• Able to use own initiative to resolve problems while working under pressure

• Experience of providing support across multiple sites

• Flexibility to support under SLAs

Experience, qualifications, and other role-specific requirements

Essential

• Basic GCSE's / A Levels (As per country)

• Studied a computer related subject preferred

• Good A Levels/BTEC or above. (As per country)

• Microsoft Product Knowledge

• Flexibility to operate from different sites (not frequent)

• Knowledge of Field Services Environmen