Reporting to the IT Support Manager, the Desktop Support Engineer forms part of the front line of IT Support, representing the IT department and promoting customer service excellence.
Providing technical and practical support to the Service Desk Team in tackling IT faults and service requests from a range of users within the business.
Maintain the high standards of system uptime and complex change implementation for infrastructure, networking and operations within the business and externally to clients.
This role is available at either our Doncaster or Bolton office.
Typical Duties
- Acting as a point of technical escalation for the Service Desk team.
- Providing additional coverage to Service Desk team in the duties of call answering and ticket processing during busy periods, holidays or sickness.
- Provide consistent high quality technical support to all users within the organisation
- Play a role in Major Incident resolution, assist in restoring service in the shortest time possible, and support post incident diagnosis
- Creation of detailed documentation to assist with troubleshooting and knowledge transfer.
- Facilitate change management in line with SMS’ processes.
- Improve efficiency of reoccurring operational tasks such as PC builds and server maintenance
- Monitor and react to SMS’ event and monitoring systems to attain high levels of system availability.
- Building and configuration of hardware in accordance with current policy.
- Server maintenance activities, such as updates and clean-up processes.
- Desktop patching and maintenance.
- Identify and implement efficiencies and permanent fixes through effective Problem Management
- Processing of purchase orders in a timely fashion, following through to delivery and deployment.
- Identification / creation of support tools / process improvements to aid technical investigation and speed up resolution times
- Travel between SMS sites on a scheduled and as required ad-hoc basis.
- Occasional out-of-hours working to support business requirements and initiatives.
- Participate in an on-call/out-of-hours rota.
- To comply with all SMS Plc Health, Safety and Environmental requirements.
Required Skills
- Awareness of ITIL – Incident, Change & Problem Management
- Experience in the areas of Problem Solving, Issue Analysis, Troubleshooting and Root Cause Investigation
- Ability to plan and prioritise work load efficiently to meet deadlines
- Excellent communication skills
- Ability to work as a valued contributor within a technical team.
- Ability to adapt, improvise and learn on the fly
- Creation of operational tasks and procedure documentation
- Customer service orientated, facilitating customer feedback and concerns to drive service improvement initiatives
Experience
- Previous experience working within an IT Support Environment, providing end-user support
- Hardware configuration – desktops, laptops and peripheral devices
- Basic Active directory administration – adds, moves & changes.
- Knowledge of network technologies and troubleshooting techniques
- Awareness of VOIP Telephony systems
- Office 365 Administration