Desktop Support Engineer
Together - loans, mortgages & finance
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Benefits offered by this job
Job summary
Together is seeking an experienced Desktop Support Engineer to join our Service Desk in Cheadle. You’ll provide technical support to colleagues across the business, resolving incidents and requests via phone, email, remote support and face-to-face interactions.
You’ll own incidents from start to finish, manage queues to meet SLAs, maintain tickets and IT assets, and support onboarding, offboarding and access management.
Qualifications
- Proven experience in a Desktop Support / 2nd line Role.
- Excellent problem-solving skills with ability to deliver to tight timescales and changing priorities.
- Experience of working in an ITIL aligned environment.
- Established track record of providing advanced technical support and configuration of desktop software and hardware including resolving connectivity issues.
- Proven ability to create clear and comprehensive testing and technical documentation.
- Technical experience that includes Windows Server 2012R2–2022, Active Directory, Group Policy, DNS, DHCP, Exchange Online.
- Microsoft Windows 11 and knowledge of VPN, Remote Desktop Services.
- Software distribution platform experience – MECM.
- Virtualization – VMware.
- Strong knowledge of Microsoft Intune and Autopilot.
- Microsoft 365.
- RBAC, Back-up technologies (Evault/Rubrik).
- Support for Apple Mac devices and encryption tools.
- PowerShell usage.
Responsibilities
- Provide technical desktop support to colleagues across the business via phone, email, remote support and face-to-face interactions.
- Take ownership of incidents from start to finish and manage the support queue to meet SLAs.
- Maintain accurate ticket records, IT assets and licences; support onboarding and offboarding and RBAC access management.
- Mentor colleagues, create and maintain knowledge articles, and contribute to IT projects.
- Investigate recurring issues, perform root cause analysis, support change control and implement long-term solutions.
Skills
Tools
Job description
- Based on site in Cheadle (SK8 3GW) - Monday to Friday
- 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
- Free access to company holiday homes
- Buy & sell holidays
- Discretionary annual bonus plus an additional Shared Reward Bonus
- Life assurance and Critical illness cover
- Travel season ticket loans and Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts
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We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.
We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 950 colleagues help our customers throughout the UK, backed by the power of a £8 billion loan book.
–––––––––––––
- Based on site in Cheadle (SK8 3GW) - Monday to Friday
- 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
- Free access to company holiday homes
- Buy & sell holidays
- Discretionary annual bonus plus an additional Shared Reward Bonus
- Matched pension contribution
- Health cash plan plus Private medical insurance
- Life assurance and Critical illness cover
- Travel season ticket loans and Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts
–––––––––––––
We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.
We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 950 colleagues help our customers throughout the UK, backed by the power of a £8 billion loan book.
–––––––––––––
As a Desktop Support Engineer within our talented Service Desk team at Together, you'll provide technical support to colleagues across the business, resolving incidents, service requests and technical queries via phone, email, remote support and face-to-face interactions. Working closely with the wider Technology teams, you'll troubleshoot issues, perform in-depth diagnosis and escalating where required to ensure a seamless support experience.
You’ll take ownership of incidents from start to finish, managing and prioritising the support queue to meet agreed SLAs while keeping colleagues informed throughout. You'll maintain accurate ticket records, manage IT assets and licences, and support key Service Desk processes including onboarding, offboarding and role-based access management.
As a technical escalation point, you'll share your expertise by supporting and mentoring colleagues, while creating and maintaining knowledge articles to improve team effectiveness. You'll also contribute to IT projects, support the deployment of new technologies, and identify opportunities to enhance services, processes and the overall colleague experience.
Working within an ITIL-aligned environment, you'll investigate recurring issues, perform root cause analysis, support change control activities, and help implement long-term solutions that improve service quality. Above all, you'll play a key role in delivering a reliable, secure and customer-focused IT support service while ensuring compliance with relevant policies, processes and procedures.
This role will suit an experienced Desktop Support Analyst. This is definitely NOT a junior role and we do want someone who can bring expertise with them. As such, If you have a good blend of the following skills and experience,
- Proven experience in a Desktop Support / 2nd line Role
- Excellent problem-solving skills with ability to deliver to tight timescales and changing priorities
- Experience of working in an ITIL aligned environment
- Established track record of providing advanced technical support and configuration of desktop software and all laptop/mobile/peripheral hardware including resolving connectivity issues
- Proven ability to create clear and comprehensive testing and technical documentation
- Technical experience that includes:
- Working knowledge of common server-side technologies such as Windows Server 2012 r2 – Windows Server 2022, Active Directory, Group Policy, DNS, DHCP, , Exchange Online;
- Microsoft Windows 11, Knowledge of Microsoft remote products VPN, Remote desktop services.
- Software distribution platform experience – MECM
- Virtualization – Management and Maintenance of VMware – creating and maintaining templates and virtual machines.
- Strong Knowledge of Microsoft Intune and Autopilot (DAAS/MDL)
- Microsoft 365
- Understanding of role-based access control (RBAC)
- Understanding of Back-up technologies (Evault/Rubrik), carry out file restores
- Supporting Apple Mac Devices (Laptops, Time capsule – backups).
- Experienced in using Encryption software (Sophos Central/File Vault – Mac)
- Understanding of Apple iOS to support company devices
- Understanding and utilisation of PowerShell
Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.
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