Desk Side Support Engineer

Hexaware Technologies; Greater London; On-site; GBP 28,000 - 45,000; Full time

Job summary

Hexaware Technologies in London is seeking a dedicated on-site Desk Side Support Engineer to deliver hands-on technical support and maintain the end-user computing environment as part of Digital Workplace initiatives.

You will support desktops, laptops, printers, and peripherals; install, configure and troubleshoot OSes and apps; handle hardware diagnostics and warranty interactions; manage onboarding/offboarding and network/VPN issues; track incidents and assets; participate in governance

Qualifications

• Experience providing on-site technical support for end-user computing environments.
• Ability to install, configure and troubleshoot operating systems and applications.
• Experience diagnosing hardware issues and coordinating replacements/warranty.
• Strong knowledge of network connectivity, VPN, and authentication issues.
• Experience managing incidents, service requests and SLAs.

Responsibilities

• Provide on-site technical support for desktops, laptops, printers, and peripherals.
• Perform installation, configuration and troubleshooting of operating systems, applications and patches.
• Conduct hardware diagnostics, coordinate replacements and manage warranty interactions.
• Deliver user onboarding and offboarding including system setup and access provisioning.
• Provide hands-on support for network connectivity, VPN, Wi-Fi and authentication issues.
• Manage incidents, service requests and escalations in line with defined service levels.
• Coordinate with remote service desk, infrastructure and application teams to resolve issues and complete requests.
• Support asset management activities including tagging, inventory tracking and device refresh cycles.
• Support collaboration tools, email, video conferencing and meeting room technologies.
• Adhere to IT security policies, compliance standards and governance processes.
• Provide regular status updates and monthly reports as part of governance activities.
• Participate in scheduled governance and operational meetings and follow escalation procedures.

Skills

On-site support

Desktops & peripherals

OS & apps configuration

Troubleshooting

VPN & network

Incident management

Asset management

Governance & reporting

Job description

Provide a dedicated on‑site Desk Side Support Engineer to deliver hands‑on technical support and operational services that modernise and maintain the end‑user computing environment and support Digital Workplace initiatives.

Key Responsibilities:

• Provide on‑site technical support for desktops, laptops, printers, and peripheral devices.
• Perform installation, configuration and troubleshooting of operating systems, applications and patches.
• Conduct hardware diagnostics, coordinate replacements and manage warranty interactions.
• Deliver user onboarding and offboarding including system setup and access provisioning.
• Provide hands‑on support for network connectivity, VPN, Wi‑Fi and authentication issues.
• Manage incidents, service requests and escalations in line with defined service levels.
• Coordinate with remote service desk, infrastructure and application teams to resolve issues and complete requests.
• Support asset management activities including tagging, inventory tracking and device refresh cycles.
• Support collaboration tools, email, video conferencing and meeting room technologies.
• Adhere to customer’s IT security policies, compliance standards and IT governance processes.
• Provide regular status updates and monthly reports as part of governance activities.
• Participate in scheduled governance and operational meetings and follow agreed escalation procedures.

Service Hours and Service Window

• Regular working hours: 8 hours per day, 5 days per week