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Deskside Desktop Support Engineer - Hiring remotely

  • Location: Central London
  • Salary: £24000.00 - £28000.00 per annum + Benefits
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Deskside Desktop Support Technician - up to £28,000

Interviewing and onboarding remotely

Capita IT Resourcing is currently recruiting for a Deskside Desktop Support Technician to join a FTSE 250 employer in Central London. This role will initially be based from home but once we are out of lockdown, will involve high amounts of face-to-face support of users as well as ticket-based problem resolution, new machine builds and all aspects of End User Support (EUS).

The desktop support technician will provide 2nd and 3rd line operating system and software support for all devices including desktops, laptops, thin clients, tablets and other mobile devices. There is currently a high-demand for remote assistance for homeworking clients, however, once we are out of lockdown and back in offices, this will become more balanced with the on-site, face-to-face support work.

Once lockdown has been lifted, this role will be split between three separate London offices on a rota basis (currently 2 weeks at a time in each). Locations for these offices are Central London near Oxford Street, Westminster and Tower Hill.

Main tasks for the Deskside Desktop Support Technician

  • Investigate and resolve complex incidents / problems, working with the customer, other teams and vendors where necessary in line with priority/business impact, ensuring SLAs are met.
  • Build and maintain excellent customer relationships with all clients and effectively manage challenging situations.
  • Analyse incident trends to be able to provide proactive support to improve performance and service to clients.
  • Ensure accurate and detailed event recording in incident handling system.
  • Ensuring adherence to and maintenance of defined policies and procedures.
  • Maintaining and producing documentation for support procedures.
  • Liaise with third party software/hardware suppliers or maintenance suppliers where necessary.
  • Provide technical input to internal project teams.
  • Maintain up to date awareness of developments in IT industry and identify how appropriate ones can be applied.
  • Any other relevant duties as requested by line management.

Essential Experience/Skills/certifications for the Deskside Desktop Support Technician

  • Customer focused with excellent interpersonal skills
  • Experience of Concierge style customer support
  • Flair for problem solving and diagnosing technical issues on the spot
  • Friendly and able to retain composure, patience and focus while troubleshooting
  • Able to explain technical terminology and impart knowledge to customers and colleagues
  • Aptitude for acquiring skills and knowledge, with an eagerness to learn new things
  • A minimum of 3 years 2nd line deskside support experience
  • Experienced in using, supporting and providing general advice and guidance on Microsoft Office 365 suite of applications including both Sharepoint & Teams
  • Experience of mobile device management, mobile application management, and PC management (such as; Microsoft Intune, Okta Mobile & Global Protect)
  • Active Directory administration (Users and Computers)
  • Knowledge of software deployment tools (such as; MS AD Group Policy, MS SCCM & Ivanti LANDesk)
  • Good working knowledge and support of wireless technologies
  • Support of meeting room facilities, including interactive whiteboards (MS Surface Hub) and integrated room booking software (Condeco)
  • Anti-Virus, Patch Management and Hard Drive encryption management (McAfee, MS BitLocker, Ivanti LANDesk)
  • Know-how on support and configuring of Smartphone and Tablet devices (primarily Apple, Windows and Android)
  • Hardware support for desktops, laptops, tablets, AV devices, smart phones and printers.

Personal Attributes for the Deskside Desktop Support Technician

  • Consistent provider of excellent customer service.
  • Ability to communicate clearly and effectively at all levels.
  • Ability to liaise effectively with other support teams and 3rd parties to bring about solutions to problems collaboratively.
  • Proactive individual who can identify areas where service improvements can be made and suggest ways in which systems can be improved.
  • Ability to explain technical problems in a simple way.
  • A team player who enjoys sharing knowledge with colleagues.
  • Ability to produce high quality written documentation.
  • Ability to prioritise tasks.
  • Effective problem resolution skills.
  • Ability to achieve targets as agreed by your manager.
  • Willingness to work flexibly and at other locations within reasonable travelling distance as and when required.
  • Willingness to provide out of hours support for office moves etc. as and when required

If you are interested in the Deskside Desktop Support Technician role and would like to apply, please send me your CV via the link below for immediate consideration.

Deskside Desktop Support Technician - up to £28,000

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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