Deskside Support Technician II

Astreya Limited; Greater London; On-site; GBP 26,000 - 38,000; Full time

Job summary

Astreya Limited is seeking a Deskside Support Technician II to join our expanding onsite team with a global client. The role focuses on providing professional, courteous onsite and remote support, diagnosing issues, and producing clear instructional material for users.

You will interact with end users at multiple locations, follow established procedures, and contribute to maintaining high-quality IT service delivery.

Qualifications

• High school diploma or GED with 0–2 years' related experience.
• Associate degree is acceptable.
• Able to work independently and adapt to client needs.
• Excellent written and verbal communication skills.
• Experience with spreadsheets, workflow and project management applications.

Responsibilities

• Engage in client-facing support with professionalism and strong customer service.
• Meet SLAs and keep ticket updates current.
• Follow client policies, standards or safety guidelines.
• Provide Level 1 support remotely and onsite at locations.
• Assist in hardware installation, repair, maintenance and testing with quality standards.
• Help users with updates, upgrades, and testing of software.
• Troubleshoot onsite IT equipment including network issues.
• Perform resets and reimages of client hardware.
• Assist users with hardware ordering and setup.
• Create clear, instructional guidance for users.
• Review and maintain Knowledge Base documentation.
• Support IoT deployments at locations and remotely as needed.
• Monitor IoT deployments to meet deadlines.
• Support program objectives and ensure procedures are followed.
• Other duties as required.

Skills

Independent thinking

Communication

IT terminology

Spreadsheets

Project management software

Customer service

Onsite support

Education

GED or High School Diploma

Associate's degree

Job description

What this Job Entails

The Deskside Support Technician II will join our expanding team onsite with one of our global clients. The hire will be given the opportunity to work with some of the most innovative technologies in the world. The Deskside Support Technician II is to provide onsite support to all assigned locations and remote support globally. The person in this role will support users in a professional and courteous manner while performing troubleshooting or instructional tasks. They must have basic IT knowledge to carry out instructional documentation. They must confidently and quickly analyze problems using technical diagnostic skill sets, in order to effectively support and resolve issues. The must be able to create clear instructions for others to follow. Scope: Follows established procedures on routine work Requires following detailed instructions.

Your Roles and Responsibilities

• Engage in client-facing support with the utmost professionalism and customer service
• Ensure that SLAs and daily deliverables are met including ticket updates
• Follow all policies, standards or safety guidelines that the client requires
• Provide professional level assistance in all assigned locations and remote assistance to Level 1 Technicians
• Assist in performing physical installation, repair, maintenance, and testing activities as directed with meticulous attention to driving and maintaining the highest quality standards
• Help users with performing card/driver updates, adds, or replacements, software upgrades, and associated testing
• Onsite troubleshooting of user and office IT equipment to include network troubleshooting
• Perform resets/reimages of client hardware
• Assist users with ordering hardware ordering and setups
• Provide instructional guidance to users in a detailed yet concise manner
• Review, create, and maintain the Knowledge Base documentation
• Complete IoT deployments and troubleshooting at assigned locations and remote troubleshooting to other locations
• Driving and monitoring IoT deployments to meet deadlines
• Champion program objectives and ensure compliance of procedures
• Other duties as required

This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position.

Required Qualifications/Skills

• High school diploma or general education degree (GED) and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience (Preferred)
• Associate's degree (A.A) or equivalent from two-year college or technical school and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience
• Ability to think and work independently
• Excellent written and oral communication skills and strong customer service skills
• Experience with spreadsheets, workflow and project management applications, and administrative software applications
• Demonstrate a basic understanding of IT terminology and troubleshooting

Physical Demand & Work Environment

• Must be able to sit, stand, stoop and bend for extended periods of time
• Must have dexterity of hands and fingers to operate a computer keyboard, mouse, tools and to handle other office equipment
• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

We’re so glad you’re here. Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms. Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence. We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth. At Astreya, transparency, accountability, and trust guide how we work with each other and our customers. We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact. Join us to build solutions that matter and shape the future of IT together. Onwards and upwards!