Desktop Support Engineer

Job Description

About The RoleHere at phs Group Head Offices in Caerphilly are have a rare opportunity for a Desk Top Support Engineer. Here you will contribute to helping shape the desktop environment and then keep it in a healthy state. The role will include resolvingescalated end user issues through our support ticket system that have been logged through the Service Desk, alongside monitoring key systems for potential issues.As part of our Tier 2 team you will responsible for helping to design and deliver end user systems with security in the forefront and with minimum disruption and with customer service in mind.Teamwork with both the Infrastructure and Service Desk teams is critical to deliver the best end user experience, so communication in verbal and written forms is paramount.The Desktop Support Engineer must have a passionate interest in technology with the drive to seek solutions and do this in the best way for the end users.A day in the life of a Desk Top Support Engineer at phs will involve:

• Help to shape the end user environment through better use of technology and process.
• Ownership responsibility for key areas of technology within the Tier 2 team.
• Providing direct technical support to customers on higher level incidents and service requests to ensure that our systems are functioning according to specifications.
• Responding to customer inquiries concerning system software and applications.
• Creating temporary work-around for immediate customer issues where appropriate.
• Documenting and logging all contacts and actions into the Service Desk ticketing system as per specified guidelines.
• Hardware and software asset management of all end user equipment.
• Provide progress updates to customers regarding incidents or service requests.
• Use any lab or test equipment to simulate customer environment and issues.
• Discuss any non-standard solution with peers, supervisor, Tier 3 and security officer where appropriate.
• Follow customer issues through to completion to ensure resolution and customer satisfaction have been achieved.
• Working with engineering on hardware/software testing and reviews to assist in Quality release.
• Creating technical documents and training material.
• Providing work direction, problem resolution and training to other technical support personnel.
• Involvement in company work groups who plan direction of Customer Support work processes and procedures.
• Participating in customer and company focus groups.
• Off-site travel to customer locations, training schools and other required facilities.
• Out of Hours support rota.

Technical skills and knowledge required are:

• MS Operating Systems from Windows 8.1 to Windows 10.
• Good working knowledge of MS Office 365.
• Worked with MS Exchange Online.
• Must have technical knowledge of the current version of SCCM, inc app packaging, OS building, drivers and task sequences.
• Good working knowledge of desktop and laptop hardware and their drivers.
• Knowledge of the Infrastructure used to support a large organisation.
• Knowledge of mobile device management software, such as Soti or MS Intune.
• Knowledge of utility applications used to support a large organisation, such as Active Directory, Email Services and Backup Technologies.
• Ability to design, build and edit Group Policies.
• Good understanding of desktop related security inc anti-virus, web security, email security (phishing, social engineering), two factor authentication, and Windows related security options.
• A clear working understanding of asset management.

In return for your commitment and expertise, you will get:

• 23 days annual leave plus Bank Holidays
• Pension scheme
• Free Life Assurance
• Ongoing career and development opportunities
• Discounts with UK retailers
• A 24-hour wellbeing helpline
• Full training and support
• Free Parking.

About phs:Phs Group was founded in 1963 and we are the leading provider for Hygiene Services in the UK, Spain and Ireland with over 90,000 customers across 300,000 locations incorporating numerous businesses during its 57 years of business.Our businesses include: Washrooms, Healthcare, Floorcare, phs Direct and Direct 365 (sale of consumables), phs Greenleaf, Teacrate, Besafe, Wastekit and Compliance.At phs, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination.