Deskside Support Technician II

Astreya; Greater London; On-site; GBP 28,000 - 42,000; Full time

Job summary

Astreya seeks a Deskside Support Technician II to join our onsite team with a global client in London. The role involves providing onsite and remote end-user support, troubleshooting hardware and software issues, and documenting solutions for the knowledge base.

Responsibilities include meeting SLAs, supporting Level 1 technicians, performing installations and upgrades, and delivering clear, instructional guidance for users.

Qualifications

• General IT knowledge and ability to troubleshoot
• Excellent written and verbal communication skills
• Experience with spreadsheets, workflow and project management tools
• Ability to work independently and follow detailed instructions

Responsibilities

• Engage in client-facing support with professionalism and customer service
• Meet SLAs and provide timely ticket updates
• Follow client policies, standards or safety guidelines
• Provide assistance to Level 1 Technicians and remote support
• Assist with installation, repair, maintenance and testing of IT equipment
• Assist users with hardware ordering and setups
• Create clear instructional guidance for users
• Maintain and update Knowledge Base documentation
• Complete IoT deployments and remote troubleshooting as needed
• Drive IoT deployments to meet deadlines
• Support program objectives and procedures

Skills

Independent thinking

Strong communication

Customer service

IT terminology & troubleshooting

Education

High school diploma or GED

Associate’s degree (A.A) or equivalent

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