Desktop Support Engineer Software/Hardware/Breakfix/IMAC

Job Description

We have a fantastic opportunity for an experienced Deskside Engineer to join a large IT company based in Greenford, West London. The role would be to provide deskside support services including hardware & software break fix and IMAC services; advising and assisting users in solving problems related to software, hardware, networks and peripherals using available technology. Analyses systems needs, troubleshoots problems. Provides user support, new hire system set ups and desktop/laptop software evaluations. Deployment of updates/roll-outs. 80% software support with some knowledge of desktop hardware, OS, servers, and data bases. Provide quick response and maximum uptime of users. Understands customer goals; identifies consequences of various solutions. Develops project installation and escalation plans. Train users according to technical, release and security standards.Duties and responsibilities of the DSE: *Software and system fault diagnosis, analysis and fix.*Case management of Incidents and IMACs in line with SLAs*Acknowledge and respond to emails from Team Leads and Manager*Liaising with other teams or vendors to resolution*Risk awareness of technology and business impact*Manage / Provide support and technical expertise to projects as directed*Proactively keeps customer updated with problem status at all times*Identifying and reporting risk as appropriate in accordance with the guidelines*Manage incident tickets using Solution Manager and Service NOW*Support Remote / Home users*Manage and support VC equipment*Provide 1st /2nd line hardware and software support for laptops*Provide iPhone support *Provide printer support*Management of RSA tokens*Updating Hardware Asset records*Configure iPhone using MDM management software*Provide induction to new starters*IMAC management - working collaboratively with Facilities to meet schedules*Deploying and configuring laptops and migrating user data*Document all triage and knowledgebase information, including new and changed services, procedural changes, etc. as appropriate.Skill experience required of the DSE: *PC/Desktop Support knowledge including Windows OS & Windows Office Suites and core application suites.*Administering Windows ShareFile permissions.*Mobile connectivity (E.g. secureID/MAS/MDM*Good knowledge of Workstation, Desktops & HP Laptops*Honest, dependable, Reliable & Punctual.*Accepts and handles responsibility.*Cooperates with supervisors.*Willing to learn new skills.*Must be a team player*Speaks and listens effectively.*Works with minimum supervision.*Solves personal and professional problems.*Excellent Communication and People skills.*Friendly phone manner.*Must be well organised.*Must be able to deal productively with a high workload. *Multi-tasking skills.*A flexible approach and work alongside the various operational teams.*Pro-Active approach to workDesirable *Microsoft Certification (MCSE/MCSA/MCPs).If you have the outlined skills and experience please apply now. "In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information privacy.pdfGlobal Technology Solutions is acting as an Employment Agency in relation to this vacancy.