Deskside Support Engineer

Getronics; Wellingborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading ICT integrator in Wellingborough is seeking a Deskside Support Engineer to provide local support and enhance customer satisfaction. The role requires strong communication skills and proficiency in desktop support, particularly with Windows 10 & 11 and Microsoft Office suite. Candidates should have the ability to take initiative in a fast-paced environment and manage customer issues effectively. This full-time position offers growth opportunities along with various benefits including flexible perks and a pension scheme.

Benefits

25 days holiday plus bank holidays

Employee Referral Scheme

Private medical cover after 12 months

Qualifications

• Relevant experience in a customer service environment.
• Hands-on experience in IT Customer Service providing break/fix support.
• ITIL knowledge, particularly in IT Service Operations.

Responsibilities

• Perform local workplace support activities proficiently.
• Provide Smart hands support for network hardware.
• Manage escalations and customer issues effectively.

Skills

Strong communication skills

Extensive desktop support skills with Windows 10 & 11

Analytical capability

Ability to take initiative

Organized and time-managed

Tools

Microsoft Office suite

Endpoint Manager (Ivanti)

Sophos

Job description

Location : Wellingborough (On-site)

Full Time – Permanent Role

Getronics is a global ICT integrator with a long history that extends over 135 years, across various locations in the UK, Europe, Asia Pacific and Latin America. Getronics are the founders and leading member of the Global Workspace Alliance with a unique model provides customer with consistent IT services. Our vision is to reimagine the digital future one customer as a time.

We have an exciting opportunity for a Deskside Support Engineer to join our team in Wellingborough!

What we can give you

• This opportunity is based at the customers site in Wellingborough
• Great opportunities for career progression
• 25 days holiday (with the opportunity to buy / sell extra days) plus statutory bank holidays.
• Full training provided as part of robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available.
• Employee Referral Scheme – if successful you could earn £750.
• Flexible benefits package that aims to offer something for everyone.
• GetVibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics!
• 24 / 7 advice and support across a wealth of topics with free access to our Employee Assistance Programme
• To give back to the community and in support of our global ESG programme, you’ll be given 1-day paid leave to participate in local volunteering projects.
• Company Pension Scheme, plus life assurance, and access to our free Digital GP app via Aviva
• Private medical cover after 12 months
• Global Recognition Program – 40+ awards were made last year in the UK under our RecogniseMe scheme.

What to expect

• Responsible for effect use of technology by performing local workplace support activities to a proficient level
• Over time you will gain a strong technical appreciation of core desktop operating systems, applications and services
• Responsible for delivery of new technology, within agreed business service levels
• Acting as an ambassador for IT by achieving the balance between customer satisfaction and efficiency
• Create value by enabling customers in their daily work, owning incidents and IT requests, resolving and communicating on a timely basis
• Taking ownership and manage escalations of customers issues, working closely with other service teams as required
• Ability to monitor and prioritise workloads, overcoming obstacles in order to achieve their goals and objectives working both independently and as part of a team
• Providing support to the customer both on site and remote, through remote access tools and verbal / written communication
• Providing Smart hands support mounting / unmounting network, server hardware, network patching

What we expect from you

• Relevant experience working in a customer service environment where clients and customers are your main priority.
• Strong communication skills with clients, colleagues, and management
• You will take on full responsibility, with customers at your focus, and the ability to make good judgements
• Ability to take initiative.
• Previous hands‑on experience working within an IT Customer Service environment providing proficient break / fix support in relation to the following technologies : Extensive desktop support skills with Windows 10 & 11 Operating Systems,Microsoft Office suite, Office 365, a range of PC hardware.Provisioning and supporting desktop hardware, including PC’s, Notebooks,Monitors, Printers, multifunctional media devices and other relatedhardware accessories.Application Support – Office 365, remote access products (an advantage),User Endpoint Manager (Ivanti), Sophos, AV products Mobile Device Support – iOS (iPhone / iPad) and Android, email services.
• Time managed and organised, you can meet SLA’s that are prescribes and take appropriate action to ensure none of them are exceeded.
• Ability to work as a team with colleagues, building relationships, and discuss resolutions for issues
• Strong analytical capability
• Previous working experience using best practice IT Service Management tool sets in relation to effectively handling Customer’s Tickets.
• ITIL knowledge specifically in relation to IT Service Operations (Incident, Problem, Request Management, and Asset Management) and adherence to other ITIL Service Management Processes an advantage.
• Experience of cross‑functional working

What to do next

As a business, we offer an Employee Referral Programme, if you have someone in your life you think would be a perfect fit then send them a link to the career’s webpage.

We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.