Desktop Support Engineer

Experis - ManpowerGroup; Rugby; On-site; GBP 30,000 - 50,000; Full time

Job description

Role Summary

In this role, the support person will oversee IT systems and assets, assist with upgrades and fixes, and provide training and support as needed. The ideal candidate will have extensive knowledge of computer hardware and software, network maintenance, and industry trends to keep us on the cutting edge. Engaging with employees throughout the company, the IT support person will have an immediate impact on the efficiency of our operations and overall growth.

Responsibilities:

1. Serve new commercial sites (customer sites) regarding network installation and site connectivity.
2. Support commercial sites with workplace support and IT issues.
3. Provide IT and workplace support to the business locations in a specific region.
4. Act as IT concierge, troubleshooting end-user issues via phone, email, in person, or online chats.
5. Determine the best troubleshooting solutions based on problem details.
6. Guide customers through troubleshooting and problem-solving processes.
7. Support local IT issues including client, mobility, wireless, AV, conference room, Telepresence, and physical connectivity.
8. Maintain and resolve open incidents/tasks within the ticket queue promptly.
9. Partner with Digital Workplace Solutions Team on new technology deployment projects.
10. Provide onsite support for other IT teams as needed.
11. Ensure compliance with all business policies and standards related to client services and IT security.
12. Deliver excellent customer service for IT support issues.
13. Analyze and resolve complex hardware and software issues.
14. Guide customers on Digital Workplace policies and procedures.
15. Build and maintain relationships with customers.
16. Identify and resolve problems in complex or stressful situations.
17. Communicate technical information effectively at all organizational levels.
18. Participate actively in team activities.
19. Perform additional duties as assigned by leadership.

Qualifications:

• Bachelor's degree in computer science, Information Management, or a related IT field, or at least 1 year of relevant IT work experience.
• Minimum 1 year of experience with client (PC) technologies and support services.

Eligibility Requirements:

• Legal authorization to work in the European Union or specific country; no visa sponsorship provided.
• Willingness to work abroad, including on customer or commercial sites.

Technical Expertise:

• Experience with Windows 10/11, MAC OS.
• Proficiency with Microsoft Teams and unified communications technologies.
• Knowledge of AV Cisco Telepresence equipment.
• Basic management of local network infrastructure (switches, firewalls).
• Basic server administration knowledge.
• Experience managing small projects.

Business Acumen:

• Experience supporting mission-critical IT operations.
• Ability to interact effectively at all organizational levels and with external customers.
• Experience working in a global organization.

Personal Attributes:

• Strong problem-solving and analytical skills.
• Openness to learning new technologies.
• Excellent listening, communication, and interpersonal skills.
• Ability to manage multiple tasks and client expectations.
• Team player with collaborative spirit.
• Proactive, innovative, and customer service-oriented attitude.
• High energy, adaptable to rapid change.