Deskside Support Technician in Broughton

Site address: Chester Road, Broughton, Flintshire, CH4 0DR

Language: Must be fluent in English

DOJ: Immediate

Type of Contract: Freelance

With driver's license

This position assists staff with technical support of desktop PCs/Laptops, applications, and related technology, along with providing a high level of customer satisfaction. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. Must have a full UK driving licence and be willing to travel.

Main Responsibilities

• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support.
• Devices include, but are not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Printers, MFDs, and basic network connectivity.
• Hands-on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement.
• Providing on-site cover as part of a shift arrangement.
• Support inline with contracted business working hours.
• Provide site support in remote offices when required.
• Being prepared to work out of hours when required.
• Troubleshooting and resolving software issues; reimaging computers/hard drives.
• Backing up and restoring settings and associated systems administration activities.
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
• Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service.
• Providing daily ticket updates to ensure users are fully updated on updates.
• Move equipment associated with service requests, inline with health and safety guidelines.
• Performing asset inventory activities as needed.
• End user training and guidance on the use of hardware and software.
• Recommends and/or performs upgrades to end user devices.
• This position requires the ability to work in a BAU and/or project-based environment requiring flexibility and teamwork.
• Performs other duties as assigned.

Technical Skills

• Strong technical skills in Microsoft Windows 10, Office 365, Teams, Google, Service Now and other well-known applications.
• Administration experience of MS Active Directory users & groups, policies, and management concepts.
• Effective communication by Engineer in English and local languages is mandatory.

Business Skills

• Ability to interact with customers to ensure that the service is polite, efficient, and responsive service is provided.
• A self-starter with ability to work on their own initiative.
• To work through issues analytically to a successful conclusion.
• An individual with a minimum of 3 years’ experience.

Desired Experience

• At least 4+ years of experience in the field or in a related area required.
• Prior experience on Desktops, Workstations, Notebooks and Printers.
• Collaboration experience including remote control of PCs and video conferencing knowledge.
• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects/upgrades (workstations).
• Strong Microsoft Office skills (Outlook, Word, and Excel).
• Thorough understanding of Outlook's calendaring tool.
• Teams workings.
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels.
• Strong written and verbal communication skills (English being the local language).
• Must be detail-oriented and self-motivating.
• Background security check required.

Requirements added by the job poster

• 2+ years of work experience with Microsoft Certified Desktop Support Technician (MCDST)