Deskside Technician in Harrogate

Working in a fast‑paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands‑on support.

This is a fantastic opportunity to join an ambitious company operating at the forefront of the industry, and play a key role in ensuring the successful delivery of a premium IT support service.

This role will focus on the timely and professional handling of all support requests and incidents.

You will proactively engage customers via phone, email and face‑to‑face interactions, and serve as an escalation point to third‑party resolver groups when complex problems arise.

Responsibilities

• Provide support that consistently meets or exceeds customer expectations
• Identify, analyse, and repair product failures; order and replace parts as needed
• Support and maintain user account information including rights, security and system groups
• Receive and resolve issues from Tiers 2 and 3 when on‑site hardware or software troubleshooting is required, cooperating with the resolver group
• Provide troubleshooting and problem resolution support for all network devices
• Coordinate with third‑party vendors to resolve hardware and software problems, as required
• Receive and resolve hardware or software related issues from Tiers 2 and 3 when break‑fix is necessary on‑site
• Interface with hardware and software vendors for planning and problem resolution
• Interface with manufacturers and third‑party vendors for technical assistance
• Execute the installation of PCs, peripherals and LAN‑based equipment
• Assist with setting up security, file access and other administrative procedures associated with moves
• Move workstations, peripherals and telecommunications equipment as required
• Order, receive and provide all required equipment, materials and third‑party vendor services to implement IMACs
• Install and set up equipment, cables, outlets and all other hardware required for implementing IMACs
• Test completed IMACs and verify acceptance by end user
• Document changes to inventory use and configuration
• Provide AV and conference support with software such as Webex, Skype for Business, Zoom and others

Requirements

• At least 5 years’ experience in onsite support; an equivalent combination of education and related experience may also meet these minimum requirements
• ITIL V3 Foundation Certification (recommended)
• Microsoft Operating System / Office Certification(s) an asset
• Advanced MS Office 365 skills
• Scripting or coding skills considered an advantage
• Able to solve simple hardware issues
• Advanced user of i OS and Android with basic networking skills
• Knowledge of Active Directory and permissions
• Team player and analytical thinker
• Open, positive personality and ability to manage stress effectively
• Customer‑oriented with good interpersonal and communication skills
• Ability to adapt in a fast‑evolving technology environment and willingness to learn
• Able to assume day‑to‑day responsibilities generating specific deliverables
• Relationship builder, at ease with people and capable of quickly building trust
• Proficiency in the local language

Benefits

• Competitive salary and benefits package
• AFB bonus
• Private health scheme including private medical, dental, optical and holiday travel
• Extra vacation days
• Opportunities to learn and develop through training programs
• Personalized career path within the organization
• Exposure to an international environment within a multicultural team across Europe
• Work conditions
• Working hours: 40 hours per week
• Contract type: Permanent
• Working setup (hybrid, on‑site, remote): 100% on‑site
• Diversity & Inclusion

We value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender and nationality. We encourage everyone to be themselves.

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