Desktop Support Engineer - Liverpool

BlupaceTech is a world-class IT development company that strives to improve its processes constantly. The company has been in business since 2008 and employs over 160+ people in more than 4 countries. Blupace provides innovative software solutions for businesses of all sizes, with a focus on Web & Mob Applications, e-commerce websites, data & Analytics, Field services and more. We are passionate about developing innovative technology solutions that make a difference.

We are looking for a Band 2 engineer with 3+ years of experience. This role is based in Whitchurch SY13 1LJ, UK & Wrexham Road, Chester, CH4 9QW - Dispatch work & backfill role. No sponsorship is provided for this role.

The Desktop Technician will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customers' various core operating systems and platforms, as well as being able to provide support and apply desktop fault resolution for the approved application suite.

Candidate Required Minimum Qualifications and Skills

• Bachelor’s degree or equivalent in Computer Science or related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum of 3-5 years of relevant IT experience.
• Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Thin clients, VDI/Virtual client, Citrix client, Enterprise anti-virus solutions, Helpdesk ticketing systems.
• Basic understanding of Network devices like switches, Routers, Firewalls and other managed/un-managed Network devices like wireless APs, Wireless Controller, servers, Multiplexers etc.
• Resource should be an English speaker and be well versed with the local language.
• Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills.
• Understands ITSM tools, and having good hands-on experience in Service Now.
• Proven ability to multi-task, effectively determine priorities and meet SLAs.
• Excellent communication, relationship-building and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot Windows 10, 11 and Microsoft Office 365, Cisco Jabber, and other authorized desktop applications.
• Should have basic knowledge of Mac operating system, to support Apple PC users.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, printers.
• Perform remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork.
• Perform other duties as assigned.
• Manage Procurement and own all new in-scope hardware i.e., desktop/laptop, etc.
• Deploy and manage in-scope hardware and software.
• Provision and support Remote Site Networks (e.g., LAN, WAN connection) and related operations (e.g., procure, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution and escalation, security management, and capacity planning/analysis).
• Provide Break/Fix Level 2 support for in-scope end-user hardware and software as coordinated through the Service Desk.
• Manage and maintain inventory of in-scope hardware, including asset tagging and recording.
• Provide technical support for all hardware/equipment of the remote site computing infrastructure.
• Develop and document in the operations manual on-site technical support procedures that meet requirements and adhere to defined policies.
• Coordinate with the Service Desk and all other necessary Suppliers, third-party and Allianz support organizations to manage all on-site technical support requests to resolution and closure.
• Coordinate support, maintenance and warranty activities with relevant third parties for in-scope services.
• Coordinate with end-user or other site staff to schedule on-site technical support visits in response to an incident or IT service request including security remediation services.

Mandatory Soft Skills

• Ownership and accountability.
• Excellent communication & interpersonal skills written and oral.
• Client relationship management.
• Problem-solving aptitude.
• Ability to manage diversity.
• Ability to resolve problems.
• Ability to translate customer needs.
• Should have the ability to coordinate with teams in different geographical locations.