Overview
In this onsite role, you provide hands-on desktop support within a busy customer environment, resolving incidents and fulfilling service requests to deliver a responsive, high-quality experience. You will collaborate with Level 3 teams to manage major issues and support project tasks, hardware and software installs, and peripheral setups. The position sits in the Technicians business unit, contributing to reliable IT operations and customer-focused service. This is a hands-on role with a clear impact on incident containment and user satisfaction.
Responsibilities
- Handle incidents and requests to ensure SLA compliance
- Provide 2nd line support for incident resolution
- Maintain incident rate target (<2>
- Complete assigned work within timeframes
- Support project tasks for internal and external PMs
- Tackle non-standard requests within agreed timescales
- Proactively communicate with Level 3 teams on major issues
- Troubleshoot laptop/desktop hardware, networks, printers, etc.
- Install and configure software and hardware
Key requirements
- Windows 10 and Windows 11 OS knowledge (build/config/registry)
- Proficiency in Microsoft Office
- Basic knowledge of SCCM/Active Directory
- Network expertise (LAN/WAN/VLAN, Wi-Fi, DHCP, DNS, WINS, PXE, VPN)
- Experience with Microsoft Exchange, Outlook, and messaging tools
- Experience with computer peripherals and printers
- ITSM software familiarity (ServiceNow)
- Excellent customer interface and service skills
- Flexibility with working hours
- Full UK Driving Licence
- SC Cleared or eligible for SC Clearance
- Customer service orientation
- Strong communication
- Teamwork and collaboration
- Windows OS (10/11)
- Microsoft Office proficiency
- SCCM/Active Directory (basic)
Onsite Desktop Support Engineer - Rochester 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.
