Deskside Services Team Lead

JR United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is looking for an On-site Support Engineer to join their dynamic Information Services team. In this pivotal role, you will serve as a trusted expert, providing exceptional technical support and ensuring smooth operation of company systems and productivity tools. Your responsibilities will include troubleshooting incidents, managing user inquiries, and provisioning IT equipment, all while promoting a culture of diversity and inclusion. If you are passionate about technology and enjoy helping others, this opportunity could be your next career move in a collaborative and innovative environment.

Qualifications

• Strong knowledge of Windows 10 and 11 is essential.
• Experience with Active Directory and Office 365 is required.

Responsibilities

• Efficiently triage and resolve Tier 1 and 2 incidents.
• Troubleshoot computer and network-related issues.
• Provision and maintain IT equipment for employees.

Skills

Windows 10

Windows 11

Active Directory

Office 365

DNS

DHCP

VPN

ServiceNow

Tools

ServiceNow

Azure AD

SharePoint

Exchange Online

Job description

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Position: On-site Support Engineer

As a key contact point for Information Services, the On-site Support Engineer is a trusted expert combining a service-oriented approach with strong technical ability to proactively support our user community and be part of the information services team.

The On-site Support Engineer, in close partnership with other Information Services colleagues, plays an important role in supporting company systems and productivity tools that underpin the company's technology use and facilities.

Responsibilities

1. Prompt and efficient triage of Tier 1 and 2 incidents, incident management, and resolution.
2. Troubleshooting computer and network-related issues.
3. Prompt escalation and collaboration with Tier-3 incidents.
4. Logging all incidents using ServiceNow.
5. Responding to customer inquiries via phone, Teams, email, and the client service portal (ServiceNow).
6. Provisioning of computer equipment and peripherals to employees; maintaining and repairing existing IT equipment.
7. Performing Tier 1 and 2 tasks and monitoring operational services.
8. End-user software/hardware installation and configuration; performing upgrades.
9. Providing user and team training, and guidance on best practices.
10. Supporting global IS initiatives.
11. Completing specific technical projects as designated by the Service Management Team (e.g., projects, deployments, installs, moves, adds, and changes).
12. Making effective use of all personal and team time during periods of inactivity.
13. Maintaining personal qualifications and skill sets; ensuring training is completed in line with business and personal needs.
14. Performing administrative tasks related to the job role.
15. Adhering to and promoting Diversity, Equity, Inclusion & Belonging (DEIB) in all work, and supporting compliance with policies and initiatives on DEIB.

Key Skills and Experience

• Detailed knowledge of Windows 10 and Windows 11.
• Strong knowledge and hands-on experience with help desk level Active Directory (Users and Computers, Group Policy); Azure AD experience is a plus.
• Strong knowledge of file/folder permissions, file shares, and related security.
• Strong Office 365 knowledge and experience (O365 user management and help desk tasks).
• SharePoint and Exchange Online support a plus.
• Ability to troubleshoot user-level network problems (DNS, DHCP, Wi-Fi, VPN).
• Ability to troubleshoot printer and printing issues.
• OKTA SSO and Box Support a plus.
• Strong knowledge of tools like ServiceNow or similar.
• Ability to acquire support-level knowledge of various software applications (MS Office, Teams, Adobe Suite, etc.).