Desktop Support Engineer

• Job Title : Desk side Level 2 Role (Desktop Technician and tech Bar Support
• Duration: 5+1 week training
• Schedule: Mondays-Thursdays Normal Shift 9 AM - 5 PM
• Site address: Airport Road, Belfast, N. Ireland BT3 9DZ
• Language: Must be fluent in English
• DOJ: Immediate
• Type of Contract: Freelance
• Must have driver's license

The Desktop Support Technician – Level 2 is responsible for providing high-quality onsite IT support through Desktop Support Services (DSS) and the Mobile Tech Bar . The role involves delivering walk-up technical support, troubleshooting desktop and mobile devices, managing hardware lifecycle activities, and ensuring an excellent end-user experience. The technician will support desktop PCs, laptops, smartphones, tablets, printers, and collaboration technologies while maintaining agreed service levels.

• Must have a full UK driving licence and willing to travel.

Main Responsibilities include:

• Provided walk-up IT support through the Mobile Tech Bar, assisting users withhardware, software, and mobile device issues.
• Configured, deployed, and supported laptops, desktops, smartphones, and tablets.
• Configured and enrolled laptops, desktops, iPhones, Android devices, and tablets using enterprise management tools.
• Delivered face-to-face technical support to end users through the Mobile Tech Bar.
• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but 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
• To provide infrastructure administration functions
• 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 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:

• Perform mobile device enrollment, setup, upgrades, resets, and replacement activities.
• 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

Mobile Tech Bar Support

• Deliver walk-up IT support through the Mobile Tech Bar, providing immediate assistance to end users.
• Configure, deploy, troubleshoot, and support corporate smartphones, tablets, and mobile devices (iOS and Android).
• Configure, deploy, troubleshoot, and support corporate smartphones, tablets, and mobile devices (iOS and Android).
• Perform mobile device enrollment, setup, upgrades, resets, and replacement activities.
• Support Mobile Device Management (MDM) platforms such as Microsoft Intune, Workspace ONE, or equivalent.
• Assist users with Microsoft Authenticator, Multi-Factor Authentication (MFA), email configuration, Teams, VPN, Wi-Fi, and mobile applications.
• Support device lifecycle activities including provisioning, refresh, returns, warranty replacements, and secure decommissioning.
• Educate users on device features, security best practices, and self-service capabilities.
• Ensure a high-quality customer experience by resolving walk-up requests efficiently and professionally.

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 year’s 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