Desktop Support Engineer

Sellick Partnership; Hereford; On-site; GBP 28,000 - 41,000; Full time

Benefits offered by this job

On-site contract

Mileage paid

Parking expenses

Exposure to enterprise IT

Job summary

Sellick Partnership are partnering with a public sector organisation in Hereford to recruit a Desktop Support Engineer for a large enterprise IT environment.

You will provide 2nd/3rd line support across 6,000+ users, covering Windows, Microsoft 365, AD, Exchange and endpoint management while working on-site at multiple sites.

Qualifications

• Proven experience in 2nd/3rd line IT support in enterprise environments.
• Strong knowledge of Windows, Office 365 and Exchange.
• Experience with Active Directory and networking concepts.

Responsibilities

• Provide 2nd and 3rd line support across multiple sites.
• Take ownership of incidents and service requests within SLA.
• Diagnose hardware, software, connectivity and application issues.
• Install, configure and maintain desktop hardware and end-user devices.
• Support Microsoft 365, OneDrive and cloud technologies.
• Administer Active Directory and Exchange user accounts.
• Handle imaging, deployment, patching and endpoint management.
• Configure Android and iOS devices and manage mobility.
• Provide remote support via RDP/VPN.
• Maintain documentation and contribute to IT projects.

Skills

2nd/3rd line support

Windows

Microsoft 365

Active Directory

Microsoft Exchange

LAN

TCP/IP networking

Endpoint management

Imaging

Software deployment

Patch management

Intune/Endpoint Manager

SCCM

Endpoint security

Android/iOS devices

RDP/VPN

ITIL Foundation

CompTIA A+

Microsoft certifications

Education

ITIL Foundation

CompTIA A+

Microsoft certifications

Tools

Intune/Endpoint Manager

SCCM

Job description

Sellick Partnership are currently partnered with a public sector organisation in Hereford, who are seeking an experienced Desktop Support Engineer to join their established IT support team.

This is an excellent opportunity for an experienced IT professional to join a large and complex enterprise IT environment, supporting over 6,000 users across more than 100 sites. The role will provide exposure to a broad range of technologies, including Microsoft 365, Windows, Active Directory, Exchange, networking, endpoint management, desktop hardware and mobile devices.

As the Desktop Support Engineer, you will provide 2nd and 3rd line technical support across a varied customer base, working across multiple sites. You will manage your own workload, investigate complex technical issues, liaise with internal teams and external suppliers, and contribute to wider IT projects and service improvements.

What you will be doing as Desktop Support Engineer:

• Provide 2nd and 3rd line technical support to users across a large customer base.
• Take ownership of incidents and service requests, ensuring issues are resolved within agreed SLA timescales.
• Diagnose and resolve complex hardware, software, connectivity and application issues.
• Install, configure, maintain and replace desktop hardware, software and end-user devices.
• Support Microsoft Windows, Office, Microsoft 365, OneDrive and other cloud technologies.
• Administer user accounts and access using Active Directory and Microsoft Exchange.
• Support desktop imaging, software deployment, patching, endpoint security and device management.
• Configure and support Android and iOS smartphones and tablets.
• Provide support for LAN, TCP/IP networking, server and internet connectivity where required.
• Maintain accurate records of incidents, changes, assets, licences and technical work.
• Identify recurring issues and implement longer-term solutions to improve service delivery.
• Test and evaluate hardware and software solutions prior to deployment.
• Liaise with internal teams, customers, suppliers and external support agencies.
• Provide technical input into IT projects and service improvement initiatives.
• Maintain technical documentation, knowledge base information and hardware/software inventories.
• Provide technical advice and guidance to non-technical users.
• Represent the organisation professionally when working independently at customer sites.
• Participate in an out-of-hours support rota where required.

What you will need experience in for the Desktop Support Engineer role:

• Proven experience working in a 2nd line, 3rd line or enterprise-level IT support environment.
• Strong knowledge of Windows, Microsoft Office and Microsoft 365.
• Experience supporting desktop hardware, applications and end-user devices.
• Good working knowledge of Active Directory and Microsoft Exchange.
• Knowledge of LAN environments, TCP/IP networking and connectivity issues.
• Experience with endpoint management, desktop imaging, software deployment and patching.
• Experience with Microsoft Endpoint Manager / Intune and/or SCCM would be advantageous.
• Knowledge of endpoint security, encryption and data protection.
• Experience supporting Android and iOS devices.
• Good understanding of RDP, VPN and other remote support technologies.
• Strong fault-finding and diagnostic skills, with the ability to resolve complex technical issues.
• Experience using IT Service Management or Service Desk systems.
• Excellent customer service and communication skills, with the ability to explain technical issues clearly to non-technical users.
• Strong organisational skills and the ability to prioritise competing demands.
• Ability to work independently and as part of a wider technical team.
• ITIL Foundation, CompTIA A+, Microsoft certifications or equivalent experience would be advantageous.
• Experience within a public sector, healthcare or education environment would be beneficial.
• Full driving licence and willingness to travel between customer sites.

What the successful Desktop Support Engineer will receive:

• Initial 3-month contract with a high likelihood of extension to 6 months.
• £20+ per hour via umbrella.
• Fully on-site working with agile working between customer sites.
• Mileage paid at 55p per mile.
• On-site parking costs expensed.
• Opportunity to support over 6,000 users across more than 100 sites.
• Exposure to a broad range of desktop, endpoint, network, server and cloud technologies.
• Opportunity to develop your technical skills within a complex enterprise IT environment.

Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances. Please note, our advertisements use years' experience, hourly rates, and salary levels purely as a guide and we assess applications based on the experience and skills evidenced on the CV. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice on our website.