Desktop Support Engineer

Responsibilities

Provide 2nd line technical support for hardware and software incidents while ensuring tasks are completed within agreed SLAs. Coordinate with Level 3 teams and support project managers to resolve technical issues for desktops, networks, and peripherals.

Requirements

Requires in-depth knowledge of Microsoft Windows OS and proficiency in Microsoft Office, along with experience in IT service models and networking. Candidates must possess excellent customer service skills and hold BPSS clearance or an equivalent.

Skills

• Desktop support
• Windows 10
• Windows 11
• Microsoft Office
• SCCM
• Active Directory
• LAN/WAN
• vLAN
• Wi-Fi technologies
• DHCP
• DNS/WINS
• PXE
• VPN
• ServiceNow
• Customer service

About this role

Passionate about technology and problem-solving? Join our team as a hands-on Desktop Support Engineer, providing 2nd line technical support and delivering a great experience for our customers.
Your role
Undertake incident and request tasks
Possess 2nd line responsibility for resolving incidents to SLA
Be responsible for the completion of assigned works within allocated timeframes
Undertake Project Tasks, supporting both internal and external Project Managers
Undertake Non-Standard Requests tasks to agreed timescales
Proactively communicate and coordinate with Level 3 teams to highlight major level issues
Find resolution of technical issues for laptop/desktop hardware, networks, printers, etc.
Install & configure software and hardware
Your skills and experience
An in-depth knowledge and good understanding of Microsoft Windows OS (Windows 10 & Windows 11), including build, configuration and registry settings is required, along with a level of proficiency in Microsoft Office.
Experience handling LTSC Channels and KIOSK is highly desirable
Basic level understanding in SCCM/Active Directory and a working knowledge of IT service models
Networks experience to include an understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE and VPN/remote connectivity
An appreciation of the Microsoft Exchange environment, email client configuration, MS Outlook, instant messaging tools, along with general etiquette
Computer peripherals - including but not limited to printers (including MFD's), display screens, docking stations, port replicators, cameras and scanners
Working Knowledge of IT Service Management (ITSM) software (ServiceNow)
Excellent customer interface and customer service skills
Some flexibility with working hours when needed
BPSS - Cleared (Or equivalent at a country level)
Good English communication skills; spoken & written

About Computacenter

Information Technology & Services · 10,001+ employees · headquartered in Hatfield, Hertfordshire · founded 1981