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- Tasks: Provide top-notch IT support, troubleshoot issues, and assist clients both onsite and remotely.
- Company: Join a dynamic IT team that connects clients to cutting-edge technology solutions.
- Benefits: Enjoy flexible working options, professional development opportunities, and a collaborative work culture.
- Why this job: Be the face of IT, make a real impact, and enhance your tech skills in a supportive environment.
- Qualifications: ITIL V3 Foundation recommended, advanced MS Office 365 skills, and at least 5 years of onsite support experience.
- Other info: Ideal for tech-savvy individuals who thrive in fast-paced environments and love helping others.
The predicted salary is between 36000 - 60000 £ per year.
The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups. Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend a client's desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.
Responsibilities:
- Provide swift and professional deskside IT support
- Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
- Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
- Utilize the BLK ticket management system to record, update and resolve tickets from the Helpdesk
- Collaborate with other support groups across global locations to help troubleshoot client issues
- Utilize BLK tools for building, monitoring and troubleshooting client devices
- Participate in Disaster recovery testing exercises
- Upholding procedures for logging, reporting, and statistically monitoring desktop operations
- Write technical support and client documentation in form of Knowledgebase articles
- Meet or exceed expected customer service levels
- Other duties as assigned by the Level 2 Support Manager
Requirements:
- ITIL V3 Foundation Certification (recommended)
- Microsoft Operating System / Office Certification(s) will be an asset
- Advanced MS Office 365 skills
- Scripting, coding skill will be considered an advantage
- Able to solve simple hardware issues
- iOS, Android advanced user
- Basic Networking skills
- Knowledge of Active Directory, permissions
- At least 5 years' experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements
- Team Player and Analytical Thinking
- Open and positive personality and Stability / Stress tolerance
- Customer oriented (Service awareness)
- Good interpersonal and communication skills
- Able to adapt in a fast evolving technology environment and ability to learn
- Able to assume day to day responsibilities generating specific deliverables
- Relationship-builder, at ease with people and capable of quickly building trust
Deskside Support Engineer employer: STEFANINI UK LTD
Contact Detail:
STEFANINI UK LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Deskside Support Engineer
✨Tip Number 1
Familiarise yourself with the BLK ticket management system, as it's crucial for recording and resolving tickets. Understanding how to navigate this system will not only help you in your day-to-day tasks but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Brush up on your technical troubleshooting skills, especially for desktop problems and mobile devices. Being able to quickly diagnose and resolve issues will set you apart from other candidates and show that you're prepared for the challenges of the role.
✨Tip Number 3
Highlight your customer service experience during any discussions or interviews. Since this role requires excellent communication and interpersonal skills, sharing specific examples of how you've successfully supported clients in the past can make a strong impression.
✨Tip Number 4
Network with current or former employees in similar roles to gain insights into the company culture and expectations. This can provide you with valuable information that you can use to tailor your approach and demonstrate your enthusiasm for the position.
We think you need these skills to ace Deskside Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles where you've provided deskside assistance. Emphasise your technical troubleshooting skills and customer service experience.
Craft a Strong Cover Letter: In your cover letter, explain why you're a great fit for the Deskside Support Engineer role. Mention specific experiences that demonstrate your ability to resolve technical issues and provide excellent customer service.
Showcase Relevant Certifications: If you have certifications like ITIL V3 or Microsoft Operating System/Office, make sure to include them prominently in your application. These qualifications can set you apart from other candidates.
Highlight Soft Skills: Since communication and interpersonal skills are crucial for this role, be sure to mention any experiences where you've successfully collaborated with teams or built relationships with clients.
How to prepare for a job interview at STEFANINI UK LTD
✨Showcase Your Technical Skills
Be prepared to discuss your technical troubleshooting abilities in detail. Highlight specific examples where you've resolved desktop problems or provided support for mobile devices. This will demonstrate your hands-on experience and familiarity with the tools mentioned in the job description.
✨Emphasise Communication Skills
Since this role requires excellent communication and customer service skills, practice articulating your thoughts clearly. Consider role-playing common scenarios you might encounter, such as explaining a technical issue to a non-technical client. This will help you convey your ability to connect with clients effectively.
✨Demonstrate Team Collaboration
The job involves collaborating with other support groups, so be ready to share examples of how you've worked successfully in a team environment. Discuss any experiences where you’ve helped troubleshoot issues alongside colleagues, showcasing your ability to build relationships and trust.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills under pressure. Think of past experiences where you had to think on your feet or adapt quickly to changing situations. This will illustrate your analytical thinking and stress tolerance, which are crucial for this role.
