Desktop Support Engineer

Together; East Staffordshire; Vor Ort; GBP 32.000 - 46.000; Vollzeit

Zusammenfassung

Together is seeking an experienced Desktop Support Engineer to join our Service Desk. You will provide 2nd line support, resolve incidents, and manage requests via phone, email, remote and face-to-face interactions across the business.

Working in an ITIL-aligned environment, you will own incidents from start to finish, maintain ticket records, support onboarding/offboarding and RBAC, and contribute to projects while developing knowledge articles to improve service quality.

Qualifikationen

• Experienced Desktop Support / 2nd line professional with ITIL background.
• Strong problem-solving skills and ability to meet tight deadlines.
• Experience in ITIL-aligned environments.
• Proven ability to document testing and technical procedures.
• Experience with Windows Server 2012 R2–2022, Active Directory, DNS, DHCP, Exchange Online.
• Proficient with MECM, VMware, Intune, Autopilot.
• Knowledge of Apple macOS/iOS device support.
• PowerShell and RBAC familiarity.

Aufgaben

• Take ownership of incidents from start to finish and manage the support queue to meet SLAs.
• Escalate where required and provide timely updates to colleagues.
• Create and maintain knowledge articles to improve team effectiveness.
• Support IT projects and deployment of new technologies.
• Assist onboarding/offboarding and role-based access management.
• Assist with backups and recovery processes and policy adherence.

Kenntnisse

Desktop Support

2nd line support

Problem solving

ITIL

Technical documentation

RBAC

PowerShell

Tools

MECM

VMware

Microsoft Intune

Autopilot

PowerShell

VPN

Remote Desktop Services

Microsoft 365

Sophos Central

FileVault

Jobbeschreibung

Job Description

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 expedite escalation 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.

Qualifications

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, please apply today!

• 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

Additional Information

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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.

Click here for more information on our Recruitment Process

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

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