Overview
In this role you provide hands-on desktop support for a busy customer environment in Plymouth, resolving incidents to SLA and handling service requests. You will collaborate with Level 3 teams and project managers, ensuring timely delivery of tasks and effective issue resolution. The position emphasizes customer-facing service, operational reliability, and contribution to IT service delivery in a large organisation.
Responsibilities
- Handle incident and request tasks to maintain service quality
- Provide 2nd line resolution for incidents per SLA
- Aim for <2>
- Complete assigned work within timeframes
- Support internal and external project managers with project tasks
- Address non-standard requests within agreed timescales
- Escalate major issues to Level 3 teams
- Troubleshoot hardware (laptop/desktop), networks, printers, etc.
- Install and configure software and hardware
Key requirements
- Windows 10/11 knowledge (build, configuration, registry)
- Proficiency in Microsoft Office
- Desirable: LTSC Channels and KIOSK
- Basic understanding of SCCM/Active Directory
- Networking knowledge (LAN/WAN/VLAN, Wi-Fi, DHCP, DNS/WINS, PXE, VPN)
- Experience with Microsoft Exchange, Outlook, and IM tools
- Peripherals knowledge (printers, displays, docking stations, etc.)
- Familiarity with ITSM software (ServiceNow)
- Excellent customer service skills
- Some flexibility with working hours
- Full UK Driving Licence
- SC Cleared or eligible for SC Clearance
- Customer-focused communication
- Problem-solving mindset
- Collaborative teamwork
- Windows OS (Windows 10/11)
- Office suite proficiency
- SCCM/Active Directory (fundamental)
Onsite Desktop Support Engineer - Plymouth employer: Computacenter
At Computacenter, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through continuous training opportunities and mentorship programs, ensuring that you can advance your career while working on cutting-edge Microsoft 365 solutions in the vibrant UK market. Join us to be part of a team that values your contributions and encourages meaningful relationships with clients and colleagues alike.
