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Desktop Engineer

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Desktop Engineer

About us We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents. Our clients and our talented people have always guided our basic strategy and direction; Our team is at the heart of our business, and we are proud of each one of them. Provide 2nd Line on-site desktop and application support services to end users # Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs # Operate cohesively with the service desk team to maintain service levels # All work undertaken must be logged via a Service Desk Reporting Tool, and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken. # Escalate all critical and high-priority incidents to line and senior management # Report recurring incidents to problem analyst teams and line management # Builds effective relationships both within the team and across the business scope # Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management tool # Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10 # Excellent support experience with mobile devices, e.g. tablets and smartphones running iOS and Android OS # Strong background in supporting the latest Microsoft Office suite on Windows and Mac platforms with recent support. # Enterprise-level support of Active Directory and Exchange for troubleshooting, configuration, and administration activities # Previous experience in the creation of technical support documentation # Enterprise support of Microsoft Office 365, desktop, and Admin # Exposure to Infrastructure technologies – Server, Networks, etc # Working knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP or MCSE qualified) and related Office applications. # Basic experience in Support/administration of Windows servers # Installation, configuration and troubleshooting of hardware and software. Minimum 3-5 years’ experience in 1st and 2nd level Support, at least 3+ years at level 2

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