Desktop Support Engineer

Together - loans, mortgages & finance; Cheadle; On-site; GBP 30,000 - 45,000; Full time

Job summary

A financial services company based in Cheadle is seeking a Desktop Support Engineer to provide technical support to colleagues. The role includes managing service desk processes and supporting technical projects. Ideal candidates will have a strong background in desktop support, advanced ITIL knowledge, and familiarity with a range of computer technologies. This position values diversity and inclusion within the team.

Qualifications

• Proven experience in a Desktop Support / 2nd line Role.
• Established track record in advanced technical support.
• Experience in a highly regulated environment is preferable.

Responsibilities

• Providing IT support via phone, email, and face-to-face.
• Managing the support queue and escalation processes.
• Participating in IT projects deployment and implementation.

Skills

Desktop Support

ITIL knowledge

Technical documentation

Remote desktop services

Microsoft Intune

VMware management

Apple device support

Education

ITIL V4 foundation certification

Microsoft Windows 10/11 accreditation

MS Azure Fundamentals (AZ-900)

Tools

MECM

PowerShell

Job description

Overview

As one of our Desktop Support Engineers, you will have responsibility for providing technical support to internal Colleagues. Working within a vibrant Tech business, you will be resolving IT related incidents, requests and queries on a day to day basis. Typically, you will be responsible for the resolution of incidents and service requests, and when required, lead (or participate in) projects associated with enhancing service provision or introducing new or upgraded technology. You will also be responsible for problem analysis and investigation whilst working within an ITIL aligned delivery framework.

Responsibilities

• Providing IT support for all Colleagues via phone, email, remote capability or face-to-face, undertaking in-depth diagnosis, escalating to the relevant trains where applicable


• Technical escalation point, pro-actively supporting and mentoring colleagues


• Participating in deployment and implementation of IT projects


• Management of Service Desk processes such as leavers, new starters and movers and the associated role based access


• Understanding the Change Control Process, raising relevant change controls where necessary to support changes into production environments


• Accountable for managing the support queue


• Ensuring accurate records are kept on actions taken within the ticket management system


• Ensuring asset & licence details are correctly managed

Qualifications

• Proven experience in a Desktop Support / 2nd line Role


• 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


• Working knowledge of common server-side technologies such a Windows Server 2022, Active Directory etc


• Microsoft Windows 11, Knowledge of Microsoft remote products VPN, Remote desktop services.


• Experience of working in a highly regulated environment, ideally the Financial Services industry


• Microsoft Windows 10/11 or Windows server accreditation


• ITIL V4 foundation certification


• MS Azure Fundamentals (AZ-900)


• 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

Additional Information

If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

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.

Recruitment Process: Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.