Deskside IT Technician: Hands-On, Customer-Focused Support

ECS Resource Group Ltd; Rochester; On-site; GBP 30,000 - 35,000; Full time

Job summary

ECS Resource Group Ltd is seeking an experienced Deskside Technician in Rochester to provide second-line support across desktop hardware, software and end-user devices. You will work with the Service Desk and infrastructure teams to resolve issues efficiently while maintaining high customer satisfaction.

The role emphasizes ownership of incidents, proactive communication, and a professional client-focused approach in a busy IT support environment.

Qualifications

• Experience in Deskside/IT Support or similar roles.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Experience in ITIL-based support environments.

Responsibilities

• Act as escalation point for issues beyond the Service Desk.
• Diagnose and resolve desktop, application, and user IT issues.
• Take ownership of incidents and service requests through to resolution.
• Provide regular updates and maintain ticket records.

Skills

Troubleshooting

Customer service

ITIL

Education

ITIL Foundation

CompTIA A+

Microsoft Windows/M365 certifications

Job description

ECS Resource Group Ltd is seeking an experienced Deskside Technician in Rochester to provide second-line support across desktop hardware, software and end-user devices. You will work with the Service Desk and infrastructure teams to resolve issues efficiently while maintaining high customer satisfaction.

The role emphasizes ownership of incidents, proactive communication, and a professional client-focused approach in a busy IT support environment.