Job Description:

Supporting one of our clients based on-site in Edinburgh, day-to-day activities will include resolving a wide variety of desktop software and hardware incidents and service requests, while minimising disruption and providing first-class customer service. The site benefits from easy access to travel links, free on-site parking and employee rates at the on-site restaurant.

This is a full-time, position working a 37.5-hour week between 07:30 – 16:00, Monday – Thursday and 07:30 – 13:00 on Fridays. The ideal candidate will need to have a flexible approach as overtime and on-call duties may be required.

Due to the nature of our client's work the successful candidate will need to either hold or be able to obtain SC Security Clearance.

Primary role requirements:

• Responsible for maintaining and promoting highest level of service to the client.
• Adhering to technical standards, service delivery processes and ensuring service delivery is both cost effective and efficient
• Provide advanced 2nd Line support from ticket escalation via the Tech Bar
• Responsible for 2nd Line incident ticket handling, escalation and problem diagnosis
• Act as the Point of Contact for VIP Escalations to provide fast and efficient resolutions
• Desktop / Laptop / VDI – build, configuration and deployment to end users.
• Assist with complex software installation / deployment
• Work within challenging SLA’s and follow escalation paths to the leadership team and product specialists and 3rd parties promptly when required
• Represent the Deskside team in customer meetings and deputise in the Team/Function Lead absence

Secondary role requirements:

• Guide and advise the 1st Line Support Team and apprentices for first time fix rates and enhance service
• Assisting the 3rd Line support teams with laptop, desktop and VDI terminals support tickets
• Smartphone support (BlackBerry MDM)
• Assisting with customer projects on ad-hoc basis
• Create and update procedural documentation
• Basic telephony exchange support and local network cable patching
• Provide second line operational support across a variety of platforms.
• Initial investigation and reporting of network failures.
• Take ownership in ensuring that reports are run and uploaded accordingly.

Essential Skills and Qualifications:

• Knowledge of Microsoft Windows 10 Operating Systems as well as legacy OS i.e. Win7, XP – Deployment, configuration, and support
• Knowledge of Microsoft Office 2010 onwards
• Working knowledge of Active Directory – Administration Centre
• Basic understanding DNS, DHCP
• Working knowledge of Cisco AnyConnect VPN and RSA Secure Login
• Proven and demonstrable software and hardware troubleshooting skills
• Knowledge of Microsoft SCCM and OS / Application deployment
• Good written communication: concise and accurate call logging, documentation and email correspondence
• Able to work well as part of a team or independently.

Desirable skills / qualifications:

• ITIL Version 4 Foundation
• CompTIA A+ Certification
• Microsoft Windows 10 training and certification

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.