Deskside Support Engineer

WebHosting; Cambridge; Remote; GBP 28,000 - 36,000; Full time

Job summary

Telefónica Tech UK&I in Cambridge seeks an EUC support analyst to provide deskside technical support and advisory services for End User Compute devices, resolving incidents, problems and requests and deploying hardware and software updates.

You will act as 2nd line for EUC incidents, create knowledgebase articles, drive first-time fixes, and collaborate with third-party support to meet SLA while participating in a 24/7 shift rota in a dynamic global tech environment.

Responsibilities

• Act as 2nd Line support for all EUC technical incidents through to resolution at deskside.
• Create knowledgebase articles where repeated incidents are logged to assist Service Desk
• Analysts to increase 1st time Fix
• Proactive in providing solutions to common incidents to reduce call volumes
• Resolve requests, incidents, problems and major incidents assigned to the EUC team within service level agreements
• To log and follow up issues that have been raised with 3rd party support teams where appropriate
• Support, manage, optimise and maintain the configuration and installation of Desktops, Laptops and hardware replacements
• Comply with Desktop Good Working Best Practices & defined Quality management processes
• Participating in a shift rota, supporting 24/7

Job description

TelefonicaTech ·United Kingdom, Cambridge

Job Description

Main purpose of the job: To provide deskside technical support and advisory service of End User Compute (EUC) devices, including resolving and enabling the resolution of incidents, problems, requests, and deploying new hardware and associated software.

Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:

• Act as 2nd Line support for all EUC technical incidents through to resolution at deskside.
• Create knowledgebase articles where repeated incidents are logged to assist Service Desk
• Analysts to increase 1st time Fix
• Proactive in providing solutions to common incidents to reduce call volumes
• Resolve requests, incidents, problems and major incidents assigned to the EUC team within service level agreements
• To log and follow up issues that have been raised with 3rd party support teams where appropriate
• Support, manage, optimise and maintain the configuration and installation of Desktops, Laptops and hardware replacements
• Comply with Desktop Good Working Best Practices & defined Quality management processes
• Participating in a shift rota, supporting 24/7

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI, Enterprise Applications, Workplace Services and Cyber Security & Networking.

Values:Open, Trusted and Bold

HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year

Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio

Fortinet: Elite VIP Program – one of only 2 in the UK

AWS: Advanced Solution & Managed Service Provider Program