Deskside Support Technician

Getronics; Northampton; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Career progression

25 days holiday

Training & development

Referral bonus £750

Pension & life assurance

Private medical cover after 12 months

Job summary

Getronics is seeking a Deskside Support Engineer to join our team at a customer site in Wellingborough. You will provide local workplace support, resolve incidents and IT requests, and help users with desktop OS, Office 365 and hardware issues.

You’ll work 37.5 hours per week with flexible options and receive robust induction, ongoing training, and opportunities for progression. This role offers benefits including a pension, private medical cover after 12 months, and referral bonuses.

Qualifications

• Relevant customer service experience where clients are the priority.
• Strong communication with clients, colleagues and management.
• Ability to take initiative and make good judgments.
• Experience in IT service management and teamwork.

Responsibilities

• Provide local workplace support to a proficient level.
• Develop proficiency across core desktop OS and Office 365.
• Deliver new technology within agreed service levels.
• Own incidents and IT requests, communicating updates in a timely manner.
• Monitor workloads and escalate with other teams as needed.
• Provide on-site and remote support using remote access tools.
• Provide smart hands support for hardware mounting/unmounting.

Skills

Customer service

Communication

ITIL knowledge

Problem solving

Teamwork

Tools

Ivanti

Sophos

Office 365

Remote access tools

Job description

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:

• 37.5-hour working week with flexible working options, giving you that much needed work/life balance
• 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 e.g., 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 related
• hardware 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

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.