Desktop Support Engineer (SC Cleared) in Leiston

This is a 100% onsite role (candidate should be ready to work from office location at Leiston every day). Candidate should have UK full driving license as the candidate is required to travel to multiple customer sites in/near Leiston location (approx. within 25 miles range). A site vehicle is available onsite and will be provided to the technician for required travel. Candidate should be SC Cleared (Mandatory). SC transfer, mandatory online training, and in-person passport verification must be completed prior to joining.

The Desktop Support IT Engineer plays a crucial role in ensuring smooth operation of organisation computer systems by providing technical assistance and support to end-users. The primary objective is to diagnose and resolve technical issues promptly, ensuring minimal downtime and maximum productivity. Implementation and maintenance of IT Infrastructure to meet the operation and project need.

Key Responsibilities:

• Troubleshooting and resolving issues relating to networks, applications, software, hardware, VPNs, printers, and mobile phones.
• Managing incident queues.
• Handling calls with customers, VIP user management.
• Vendor management.
• Responding in a timely fashion to reactive or proactive incidents.
• Recording and documenting incident tickets.
• Monitoring phones, emails, Microsoft Teams chat for incoming incidents.
• Management of Win-10 devices (MMD Microsoft Managed Devices).
• Technical troubleshooting, issue identification and resolution of various services running in WIN-10 operating system.
• Antivirus management (Defender/McAfee).
• Device movement from one desk to another as per requirement/project requirement.
• Unpacking and repackaging of laptop/desktop delivery and putting shipping labels for delivery at users' desk/home/another office as part of device handover/collection.
• Help creating technical project documentation, reporting, and manuals.
• Building and deploying workstations (laptops/desktops) with the standard approved image.
• Providing Tech-Bar support for user queries and technical resolution.
• Hardware asset and CDM management.
• IT desk moves, patching, training/meeting room setup, loan laptop management and setup.
• Managing IT kit retirement and moving devices to disposal area.
• Printers providing primary support including replacing consumables.
• Active Directory group management, account unlocks, and password resets.

Candidate should have UK full driving license as the associate is required to travel within multiple customer sites in/near Leiston location to support users as per requirement (approx. within 25 miles range). Major travel will be within the site only to travel from one building to another.

Key Skills / Knowledge / Experience:

• Experience troubleshooting issues on Windows 10 operating systems.
• Knowledge in installing and configuring Starlink satellite network devices.
• Experience in configuring iPhone/iPad.
• Creating or deleting IDs for Joiner/Leaver/Mover on Azure portal.
• Knowledge in new Microsoft Teams creation in Teams admin portal.
• L1 support knowledge of applications and SharePoint.
• L1 support troubleshooting of Office applications.
• Effective communication skills.
• Ability to multitask and strong time management skills.
• Customer service experience.
• Proven strong written, verbal, and interpersonal communication skills.
• Self-motivated with willingness to learn.
• Ability to work well with technical and non-technical staff across multiple areas.
• Ability to work independently on multiple tasks with commitment and willingness to see issues through to resolution.
• Excellent problem-solving and root cause analysis skills.
• Proficiency in understanding, analysing, and defining corrective actions for tickets raised by users.
• Understanding of virtualization environments and ability to understand Intune administration.
• Knowledge of supporting conference room devices.
• Knowledge of managing cloud printing.
• Managing asset inventory.
• Desktop support experience on Microsoft Managed Desktop environment.
• ITIL certification or ITIL process knowledge.

Person Specification:

• Informing: Provides the information people need to know to do their jobs and to feel good about being part of the team, unit, and/or the organization. Able to provide informative and quantifiable information so that accurate decision-making can be taken in a timely manner.
• Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions. Probes all fruitful sources for answers, identifies hidden problems, and conducts detailed analysis beyond the obvious.
• Technical Learning: Able to learn new skills quickly and adept at acquiring new industry skills and competencies via research, technical courses, and seminars.

Key Relationships & Contacts:

• With Client: Establish and maintain excellent relationships with customer stakeholders and develop processes to improve efficiency and effectiveness on an ongoing basis.
• With Line Manager / Senior Stakeholders: Maintain regular contact to update and appraise them on critical business issues and data points.
• With Offshore Teams: Maintain regular contact with offshore teams as required, seeking support for issues impacting contract deliverables.
• With Peers: Develop and maintain positive relationships with internal and external business partners, ensuring best practice sharing and maximum efficiency.
• With Others: Communicate effectively and professionally with all functional teams and other parts of the company, building positive relationships to achieve business goals and represent the business professionally.