Job Description:

Main responsibilities:

Great opportunity to be part of a team delivering Tech Bar and deskside support services to our client based in central London.

We are looking for a team orientated, highly customer focused and enthusiastic Deskside Support Engineer to support a leading client providing a best-in-class 2nd/3rd line customer support experience within a Tech Bar (Walk in Centre) environment and at the users deskside, the Tech Bar also provides a virtual service for remote workers.

The successful candidate will possess a combination of good interpersonal and communication skills as well as an aptitude for working with applications, systems and hardware to drive and find first time fix, resolutions to end user problems ranging from the straightforward to more complicated technical issues the successful candidate should be able to work independently without direct supervision as well as part of a wider team.

This is a full time 9-5 onsite based position with no remote working.

Detailed Job Description

• Provision of the onsite tech bar and deskside services as well as remote appointments this includes but is not exclusive too.
  • Microsoft Windows operating system – all related issues.
  • Microsoft Office 365 – all related issues.
  • New User support (setup / deployment).
  • Software related issues (Standard & Non-Standard).
  • Standard and nonstandard HW Devices (inc peripherals like monitors, label printers, etc.)  
  • Azure AD Management.
  • Intune and cloud services
  • SCCM SW deployment issues (front end).
  • Smartphones & Portable Devices experiences for SIM configuration, how-to questions, Hand on eyes software issues (IOS, Android, and Windows).
  • How-to assistance with general IT issues.
  • Network cabling and port patching (local task).
  • Smart Hands and Eyes for other support teams.
  • Deploying and resetting images via Intune
  • Breakfix/replacement of end users laptops when no other resolution available.

• Case management of Incidents and IMAC’s in line with SLA’s within the ServiceNow environment.
• Proactively keeping customers always updated with incident status.
• Take responsibility for stock used and follow the correct procedures regarding stock management.
• Acknowledge and respond to emails from Leads and Manager
• Liaising with other teams or vendors to facilitate resolutions
• Assisting with projects as they arise
• Comply with Asset Management policies
• Document and KBA management.

The London buildings are located in Whitehall with good access to public transport links, shops and city centre parking, There is no onsite parking available unfortunately

This role requires SC clearance so successful applicants will need to be UK residents and able and willing to go through the screening process.

Essential Skills/Qualifications

Excellent interpersonal communication skills, positive and engaging manner and a high degree of customer service aptitude.

Support experience in either a Tech Bar (Walk in Centre) or direct end user desk side support.

previous experience in an IT support organization covering.

• Microsoft Windows 10
• Microsoft 365/Office and applications inc Outlook,
• Intune
• Azure Active Directory
• SCCM, OS deployment and software deployment
• Active Directory,  
• Basic hardware knowledge, laptop keyboards, memory, hard drives
• Experience with network fault troubleshooting
• Experience with network printer installs and configuration
• Working with remote tools to control end user devices.
• Antivirus Applications e.g. Symantec, windows

Strong understanding of ITIL incident management, including upholding SLAs and communication to end users at varying skill levels.

Excellent organizational skills.

Ability to multitask and manage own time effectively.

Ability to work independently (but still part of a larger team)

Self-motivated achiever who gains satisfaction from providing excellent customer service.

Desirable Skills/Qualifications

• Proven previous SC or higher clearance is desirable.
• Experience in Intune and Azure Active directory.

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