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Deskside Support Engineer II

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Deskside Support Engineer II
Location: Egham, Surrey (Potential to move to Reading 2020)
Salary: £25,000pa and a great range of benefits
Clearance: N/A
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 sites in Egham (with the potential of the role moving to Reading in 2020). This is a full-time, permanent role, Monday to Friday 37.5 hour per week. The role is paying up to £25,000 per annum.
The successful candidate will need advanced technical and client facing skills which will have been gathered through time and experience.
Key Accountabilities:

  • Experienced in providing support in a EUC environment, this role takes this to the next level with the customer base being R&D personnel and the environment being primarily scientific labs as well as some office spaces. The service is bespoke, taking Client support to the next level.
  • Supporting all in-scope elements of the service, including PC installs & support, basic (L1) selected application support, support of aligned sub-services, ‘best effort’ support for scientific instruments, software and connectivity. In general, going the extra mile for the Client base at your site.
  • Strong knowledge of Microsoft Operating Systems, including WIN10, 7 & XP, security patching, software installation methodologies & peripherals.
  • Strong diagnostic skills in logical and physical components of PCs and connected devices.
  • Basic knowledge of Networks & Active Directory (AD) would be expected, advanced knowledge would be an advantage.
  • Managing device IMAC & Issue and Incident Management to agreed SLAs as a minimum. The Client’s tool of record is Service Now (SNow), training will be provided in the tool. Support covers Networked and non-networked devices.
  • Providing Hands & Eyes support for Servers & Hosting services to visiting engineers.
  • An industry standard qualification in technical support would be advantageous.
  • Asset Management:

o Accurate & timely creation & maintenance of PC records in the CMDB, including physical tagging, to the Client’s requirements.
o Secure storage & management of PCs including component & peripheral spares.
o Managing decommissioning and uplift of end of life equipment.
Skills & Experience:

  • This is a site- based role with the expectation that the person is onsite every day Mon-Fri during core hours. There may on rare occasions be a need to work outside of normal hours.
  • Travel to another site or overnight stays would be very rare, but, if the need arises, the person would be expected to support this. Any travel expenses would be paid for by the company as per the company’s travel policy.
  • The person performing this role must have experience in a customer facing environment, they must be at ease dealing with customers at all levels in the organization, presenting a positive, professional pragmatic “can-do/will-do” approach to the work.
  • Communication skills must be good in all verbal, written and direct contact.
  • Many of the PC installs will be subject to FDA regulation, so, the ability to follow process instructions and complete step by step validation documentation accurately will be a key skill. Training will be provided for these processes.

Job reference:
PSC-BBBH115961
Egham
Competitive
Full-time
Permanent
Immediate start
12 Months
 
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