Deskside Support Engineer II

Job Description

An exciting opportunity has arisen to join a world leading global organisation. Our client, a blue-chip IT company, is currently seeking a Deskside Support Engineer II based on their customer site in Edinburgh. This is a full-time, permanent roleto start ASAP. The role is paying up to £26,680 per annum depending on experience. Working between 08:00 - 17:30 Monday - Thursday and 08:00 - 16:00 Fridays Due to the nature of our clients work the successful candidate must either hold or be able to obtain SC Security Clearance. For this reason, we are only able to progress applications from British nationalsRole OverviewTo provide the client onsite day to day ICT support based at their Edinburgh site office. The role will require a flexible individual with competency across hardware and software support on desktops, laptops, thin client, network devices and general peripheralsJob Description Onsite day to day ICT support in a busy site office. The level of support to be provided will need proven experience of at least 2 years in a similar enviroment.Provide second line support to the local user community in use of their thick and thin client environments whilst resolving and escalating tickets within timescales set out by the Service Level Agreement.Provide occasion remote technical support, for those working from home, using remote control services.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
• Responsible for Incident ticket handling, escalation, and problem diagnosis

• Desktop / Laptop / VDI - build, configuration and deployment to end users
• Assist with software installation / deployment
• Assist with Smarthphone deployments
• Cover on TechBar

Secondary role requirements:

• Assisting the 3rd Line support teams with laptop, desktop and VDI terminals support tickets
• Hardware installation / upgrade / break fix for desktop, laptop, and server
• Smarthpone support
• Assisting with customer projects

• Create and update procedural documentation
• Basic telephony support and cable patching
• Provide second line operational support across a variety of platforms.
• Initial investigation and reporting of network failures.

Essential Skills/QualificationsTechnical Skills:

• Microsoft Windows 10 Operating Systems - Deployment, configuration, and support
• Microsoft Office 2010 onwards
• Working knowledge of Active Directory - Users and Computers
• Understanding of DNS, DHCP
• Working knowledge of Cisco AnyConnect VPN
• RSA Secure Login administration
• Proven and demonstrable software and hardware troubleshooting skills
• Knowledge of Microsoft SCCM and OS / Application deployment

Interpersonal skills:

• Good verbal communication: ability to communicate to all levels
• Good written communication: concise and accurate call logging, documentation, and email correspondence
• Good time management / organisation skills
• Work well as part of a team or independently

Personal skills:

• Presentable
• Self-motivated
• Embrace change
• Rise to challenges
• Approachable

Desirable Skills/Qualifications

• ITIL Version 3/4 Foundation
• CompTia A+ Certification

• Microsoft Windows 7/10 training and certification
• Active Directory management
• Understanding of ServiceNOW
• Understanding of SCCM
• Understanding of Android OS and Samsung Smartphones
• Understanding of BlackBerry UEM mobile device management or similar
• Understanding of McAfee EPO