Say hello to possibilities.

It’s not every day that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. 

We’re a $2 billion company that’s growing at 30+% annually and we’re expanding our Product Management Team to make sure we stay ahead of the competition

Say hello to possibilities.

We’re currently looking for: Deskside Support Engineer 

Your Guide to the Role and its Requirements:

A Deskside Support role is a critical front-line position within any organisation's IT infrastructure, providing essential hands-on technical assistance to end-users. Professionals in this role are responsible for troubleshooting, maintaining, and resolving a wide array of hardware and software issues directly at the user's workspace. This ensures minimal downtime and optimal productivity across the business.

Core Responsibilities:

The day-to-day duties of a Deskside Support professional are varied and require a broad technical skillset. Key responsibilities typically include:

• Hardware and Software Troubleshooting: Diagnosing and resolving issues with desktops, laptops, printers, peripherals, and various software applications. This includes investigating hardware failures, software errors, and network connectivity problems.

• Installation, Configuration, and Upgrades: Setting up new computer systems, installing and configuring software, and performing hardware and software upgrades as required. This also involves managing user profiles and ensuring systems comply with company standards.

• User Support and Training: Providing direct technical assistance to end-users, both in-person and remotely. This often involves guiding users through troubleshooting steps and offering basic training on new hardware or software.

• Ticket Management: Logging, prioritising, and tracking user-reported incidents and service requests in an IT Service Management (ITSM) system. Ensuring all issues are resolved within agreed-upon service level agreements (SLAs).

• Network Support: Assisting with basic network troubleshooting, including connectivity issues, VPN setup, and liaising with network teams for more complex problems.

• Asset Management: Maintaining an accurate inventory of all IT hardware and software assets, including tracking deployments, returns, and disposals.

• Security and Compliance: Enforcing IT security policies, including antivirus installation, patch management, and ensuring data privacy protocols are followed.

• Documentation: Creating and maintaining technical documentation, knowledge base articles, and user guides to facilitate issue resolution and knowledge sharing.

Essential Skills and Qualifications:

To excel in a Deskside Support role, a combination of technical expertise and strong interpersonal skills is crucial.

Technical Skills (Hard Skills):

• Operating Systems: Proficiency in deploying, configuring, and troubleshooting Microsoft Windows (10/11) and macOS.

• Hardware: A strong understanding of PC and laptop hardware components, printers, and other peripherals. The ability to diagnose and replace faulty hardware is essential.

• Software: In-depth knowledge of common business applications, including Microsoft Office 365 suite, email clients (Outlook), web browsers, and antivirus software.

• Networking: A solid grasp of fundamental networking concepts, including TCP/IP, DNS, DHCP, and VPN.

• Active Directory: Experience with user account management, password resets, and group policy within an Active Directory environment.

• Remote Support Tools: Familiarity with tools used to provide remote assistance to users.

Soft Skills:

• Communication: Excellent verbal and written communication skills are paramount for effectively interacting with users of varying technical abilities.

• Problem-Solving: Strong analytical and troubleshooting skills to identify the root cause of issues and implement effective solutions.

• Customer Service: A patient, empathetic, and customer-focused approach to providing technical support.

• Time Management: The ability to prioritise tasks, manage a busy workload, and meet deadlines.

• Teamwork: The capacity to collaborate effectively with other IT team members to resolve complex issues.

Educational and Professional Background:

While a formal degree is not always a strict requirement, employers often look for the following:

• Education: A degree in Information Technology, Computer Science, or a related field is often preferred. Relevant certifications can also be highly valued.

• Experience: Previous experience in a helpdesk, technical support, or a similar IT role is typically required.

• Certifications: Industry-recognised certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified: Modern Desktop Administrator Associate can significantly strengthen a candidate's profile.