2nd Line Remote End User Support Engineer, Erskine

DXC Technology Inc.; Erskine; Remote; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated iAction Engineer to join their skilled support team. This exciting role involves providing 2nd line technical support in a dynamic cloud environment, focusing on user-provisioned desktop operations. The ideal candidate will possess strong troubleshooting skills and a customer-centric approach, ensuring seamless support for various technologies, including Windows and Active Directory. This position offers an opportunity to grow in a collaborative setting while tackling diverse technical challenges. If you're passionate about IT support and eager to make a difference, this role is perfect for you.

Qualifications

• 2-5 years of relevant experience in IT support.
• Bachelor's degree or equivalent work experience.

Responsibilities

• Provide remote 2nd line support within a cloud environment.
• Investigate, diagnose, and resolve customer incidents.

Skills

Windows 10 / 11

Active Directory

Office 365

Customer service skills

Troubleshooting techniques

Education

Bachelor’s degree in Computer Science

Entry-level or intermediate certifications

Tools

SCCM

Citrix XenApp

VMware

Microsoft Exchange

Microsoft InTune

Job description

Job Description:

iAction Engineer – Roles, Responsibilities, and Specifications

This role provides user-provisioned desktop-based operational service and support for multiple clients. The successful candidate will join a highly skilled team of support engineers providing 2nd line technical support. The role requires a flexible work ethic and a pragmatic approach to IT support. Candidates should have a first/second line support background, excellent customer service and communication skills, along with methodical troubleshooting techniques.

This role will require some working from the DXC site in Erskine.

1. The team is responsible for providing remote 2nd line support within a cloud environment supporting Windows Server 2003/2008 R2/7/10.
2. You will provide telephone technical support to end users, on-site engineers, and implementation teams as required.
3. The team investigates, diagnoses, and resolves incidents/problems experienced by customers, with incidents raised by the service desk.

Typical issues encountered include:

• Desktop/thin client hardware and software issues.
• Laptop hardware and software issues.
• WiFi, LTE, laptop, mobility support.
• Peripherals such as scanning devices and removable storage.
• Using Active Directory to troubleshoot and resolve incidents.
• Using Citrix tools related to user sessions.
• Resolving software delivery issues using SCCM.
• Applying knowledge base fixes to resolve incidents.
• Updating and maintaining the knowledge base.
• Passing relevant knowledge to the service desk.
• Linking known problems and applying workaround fixes.

Education and Experience:

Bachelor’s degree in Computer Science, Engineering, Business, or related field, or equivalent work experience. Typically 2-5 years of relevant experience. May hold entry-level or intermediate certifications in the field.

Essential Skills and Knowledge:

• Windows 10 / 11
• Active Directory
• Office 365
• Understanding of supported technologies/hardware
• General understanding of related technologies
• Customer service skills
• Willingness to undertake security vetting, including Disclosure Scotland/current BPSS clearance, with progression towards SC clearance.
• UK nationality; dual nationals are not eligible to apply.

Desirable Skills and Certifications:

• Citrix XenApp and end-user support
• Microsoft, Citrix, or VMWare certifications
• Appsense Management
• Other virtualization solutions (e.g., VMware)
• SCCM
• App-V
• Networking
• Microsoft Exchange
• Microsoft InTune
• VMWare Horizon

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