Desktop Support Engineer

Experis IT; 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) with 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 an IT concierge, troubleshooting end-user issues via phone, email, in person, or online chat.
5. Determine the best troubleshooting solutions based on the issue details.
6. Guide customers through troubleshooting and problem-solving processes.
7. Be the focal point for customer interaction and support for all local IT issues including client, mobility, wireless, AV, conference room, Telepresence, and physical connectivity.
8. Maintain and resolve all open incidents/tasks within the ticket queue promptly.
9. Partner with the 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 IT security standards.
12. Deliver customer service for IT support issues using available tools and resources.
13. Analyze and resolve complex hardware and software issues.
14. Guide customers regarding Digital Workplace Team policies and procedures.
15. Establish and maintain relationships with customers.
16. Identify and resolve problems, especially in complex or stressful situations.
17. Communicate technical information effectively to all organizational levels.
18. Participate actively in various teams.
19. Perform other duties as assigned by leadership.

Qualifications:

• Bachelor's degree in computer science, Information Management, or a related field OR at least 1 year of relevant IT 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; sponsorship is not provided.
• Willingness to work abroad, including on customer sites or different locations within the region.

Technical Expertise:

• Experience with Windows 10/11, MAC OS.
• Knowledge of Microsoft Teams and unified communication technologies.
• Experience with Cisco Telepresence AV equipment.
• Management of local network infrastructure (switches, firewalls).
• Basic knowledge of server administration.
• 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 relationships.
• Team-oriented, collaborative, and proactive.
• Ability to propose innovative technical solutions.