Title: Desk side Engineer
Reports to: Team Leader
Hours of work: 37.5 hrs 08:00 – 18:00 Monday to Friday
Location: Wokingham
ref: AN0078

Objectives

Provide hardware and software support, both remotely and deskside on IT products within the required Service Level Agreement (SLA). To meet our customer needs and a diverse working environment, the role calls for a degree of flexibility and an expectation that the core working hours are spent on customer sites.

Key Responsibilities

• Provide standard incident break fix support (Laptop \ desktop devices)
• Manage and deliver service requests, deploying desktop and laptop solutions to the client.
• Knowledge on Apple IPhone and IPad products be required to assist with Mobile Smartphones and Tablets advice and support.
• Identify service improvements
• To diagnose problems accurately using all the available resources and technical knowledge
• To provide timely, quality solution keeping the customer updated and escalating if required
• Refer to relevant procedures to perform role
• Ensure administration is satisfactory and up to date
• To carry out other tasks as requested by Team Leader
• Manage tickets and asset recording using agreed client process on the systems provided.

Knowledge, Skills & Experience

• PC literate
• Customer facing
• Interpretation of data & actions
• Decision making.
• Windows OS literate
• Basic knowledge of Server OS and navigation if needed as eyes and ears for smart hands calls
• Basic hardware knowledge, Laptop Keyboards, Memory, Hard drives
• Experience with Active Directory and SCCM (not essential)
• Experience with network fault troubleshooting
• Experience with Network builds
• Experience with PC/Desktop Support knowledge including Windows XP, Windows 7, 8.1 & 10 & Windows Office Suites and core application suites.
• Experience with VPN and remote work on machines
• Experience with IPad and Windows Tablets
• Good troubleshooting skills

Experience

• IT engineering experience – 2 years
• Microsoft Certification (MCSE/MCSA/MCP’s) desirable.
• A good understanding of analytical troubleshooting
• A good understanding of networks and windows Operating systems
• Must be able to diagnose and repair desktops and laptops
• Desktop and laptop accreditation desirable
• Knowledge of specific customer software
• Willing to learn new skills and work through accreditation
• Works with minimum supervision.

Behaviors

• Team player
• Co-operative/flexible
• Pays Attention to detail
• Can work under pressure
• Tact & diplomacy
• Good time-keeping
• Good Communication skills
• Customer Care Skills
• Adhere to health & safety procedures

Working Location/Environment

Wokingham

Apply