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- Tasks: Provide hands-on IT support and resolve technical queries for users.
- Company: Franklin Fitch is a leading recruitment firm in IT infrastructure across the UK and USA.
- Benefits: Enjoy a full-time role with opportunities for growth and skill development.
- Why this job: Join a dynamic team, enhance your tech skills, and make a real impact from day one.
- Qualifications: Experience in customer-facing IT support and proficiency in Windows OS and Office 365 required.
- Other info: This is an on-site role based in Liverpool, perfect for tech enthusiasts!
The predicted salary is between 30000 - 42000 £ per year.
This range is provided by Franklin Fitch. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Franklin Fitch
Director @ Franklin Fitch Recruitment | UK & USA | IT Infrastructure | 0203 696 4914
About the Role
As a IT Service Technician, you will play a key role from day one, acting as the first point of contact for logging and resolving technical queries and incidents. Support will be delivered via telephone, in person, and through an ITSM portal, working closely with various technical teams.
You will provide hands-on technical support, bridging the gap between the IT Service Desk and 3rd line services across offices in London and Liverpool.
Your responsibilities will include promptly and professionally resolving IT support requests, delivering high-quality customer service to end users. You\’ll also handle hardware support, mobile phone configuration, meeting room systems, printing, routine system checks, and the provision or replacement of corporate IT equipment.
This is an on-site role based in Liverpool
Key Responsibilities
- Deliver exceptional customer service and resolve technical issues efficiently
- Log, analyse, and manage incidents through to resolution
- Collaborate with internal teams and external suppliers to fulfil service requests
- Escalate and assign incidents appropriately when necessary
- Apply strong troubleshooting and organisational skills
- Manage and prioritise tasks using an ITSM system
- Attend data centre locations as required
To succeed in this role, you should have:
- Experience in a customer-facing IT support role with a strong service ethos
- Proficiency in Windows OS, Office 365 administration, and Active Directory
- Familiarity with remote support tools and IT hardware troubleshooting
- Basic knowledge of networking, including firewalls and TCP/IP
- Experience supporting mobile devices within MDM/BYOD environments (iOS preferred)
- Confidence using Microsoft Teams and other MS Office applications
- Strong documentation skills, analytical thinking, and attention to detail
Seniority level
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Seniority level
Associate
Employment type
-
Employment type
Full-time
Job function
-
Job function
Finance and Information Technology
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Industries
Technology, Information and Media and Financial Services
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Desktop Support Engineer employer: Franklin Fitch
Contact Detail:
Franklin Fitch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows OS, Office 365, and Active Directory. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your readiness for the role.
✨Tip Number 2
Brush up on your customer service skills, as this role heavily emphasises delivering exceptional support. Prepare examples of how you've successfully resolved technical issues while maintaining a positive user experience.
✨Tip Number 3
Network with current or former employees of Franklin Fitch or similar companies. Engaging with them can provide valuable insights into the company culture and expectations, which you can leverage during your application process.
✨Tip Number 4
Practice troubleshooting scenarios that are common in desktop support roles. Being able to articulate your thought process and problem-solving approach will set you apart in interviews and show your capability to handle real-world challenges.
We think you need these skills to ace Desktop Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer-facing IT support roles. Emphasise your proficiency in Windows OS, Office 365, and any troubleshooting skills that align with the job description.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and how your skills match the responsibilities outlined. Mention specific experiences where you delivered exceptional customer service or resolved technical issues efficiently.
Showcase Technical Skills: Clearly list your technical skills related to the job, such as familiarity with remote support tools, Active Directory, and mobile device management. Providing examples of how you've used these skills in past roles can strengthen your application.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a Desktop Support Engineer.
How to prepare for a job interview at Franklin Fitch
✨Showcase Your Customer Service Skills
As a Desktop Support Engineer, you'll be the first point of contact for users. Make sure to highlight your experience in customer-facing roles and how you've successfully resolved technical issues while maintaining a positive attitude.
✨Demonstrate Technical Proficiency
Be prepared to discuss your knowledge of Windows OS, Office 365, and Active Directory. You might be asked to solve a technical problem on the spot, so brush up on your troubleshooting skills and be ready to explain your thought process.
✨Familiarise Yourself with ITSM Tools
Since you'll be logging and managing incidents through an ITSM system, it’s beneficial to understand how these tools work. If you have experience with specific ITSM software, mention it during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of examples where you've had to prioritise tasks or escalate issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
