Desktop Support Engineer - Bury St Edmunds

Blupace Tech; Bury St Edmunds; On-site; GBP 25,000 - 38,000; Full time

Job summary

BlupaceTech is seeking a Desktop Technician to provide day-to-day local and remote desktop support, troubleshoot hardware, software and application issues, and document steps in a ticketing system. You will engage supervisors to ensure consistency across shifts in the IT Support Center and deliver Break/Fix support for end-user devices.

The role requires a Bachelor’s degree in CS or related field and certifications such as CompTIA A+ or MCP, with 3–5 years of IT experience.

Qualifications

• Bachelor’s degree or equivalent in Computer Science or related field.
• CompTIA A+, MCP or better certification.
• 3–5 years of IT support experience.
• Strong knowledge of Windows 10–11, Active Directory, GPOs, MS Office 365.
• Experience with Thin clients, VDI, Citrix, and enterprise antivirus solutions.
• Familiarity with ITSM tools and ServiceNow.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Install, upgrade, support and troubleshoot Windows 10/11 and Microsoft Office 365.
• Support remote site networks and on-site technical issues.
• Manage and maintain inventory of hardware and peripherals.
• Coordinate with Service Desk and vendors to resolve incidents.

Skills

English language proficiency

Analytical skills

Troubleshooting

Problem-solving

Communication

Education

Bachelor’s degree in Computer Science or related field

CompTIA A+ or MCP certifications

Tools

Windows 10-11

Active Directory

GPOs

MS Office 365

Thin clients

VDI

Citrix client

ITSM tools

ServiceNow

Printers & hardware

Job description

BlupaceTech is a world-class IT development company that strives to improve its processes constantly. The company has been in business since 2008 and employs over 160+ people in more than 4 countries. Blupace provides innovative software solutions for businesses of all sizes, with a focus on Web & Mob Applications, e-commerce websites, data & Analytics , Field services and more. We are passionate about developing innovative technology solutions that make a difference. We have the expertise and experience to provide custom-tailored solutions for your business, whatever your field may be. Our team is dedicated to providing you with the best possible service, and we are always looking for new ways to improve our products and services. We operate in different locations which includes UK, France, Germany and Belgium.

Where you’ll be working

• We are looking for Band 2 engineer with 3+ yrs of ex
• It is an Bury St Edmunds Catchment -Dispatch
• No Sponsorship provided for this role

Location under the catchment where support is required

• CB1 1PS ,CO1 1WE,NR1 1WR
• Cambridge
• Bury St Edmunds
• Kings Lynn
• Bishops Stortford

Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite

Candidate Required Minimum Qualifications and Skills

• Bachelor’s degree or equivalent in Computer Science or related field
• CompTIA A+, Microsoft Certified Professional (MCP) or better
• Minimum of 3 -5 years of relevant IT experience
• Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Thin clients , VDI /Virtual client ,citrix client Enterprise anti-virus solutions, Helpdesk ticketing system
• Basic understanding of Network devices like switches, Routers, Firewalls and other managed/un-managed Network devices like wireless APs, Wireless Controller, servers, Multiplexers
• Resource should be an English speaker and be well versed with local language
• Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory
• Proven analytical, troubleshooting and problem-solving skills
• Understands ITSM tools, And having goods hands on in Service Now
• Proven ability to multi-task, effectively determine priorities and meet SLA
• Excellent communication relationship-building and internal customer service skills
• Adaptable and flexible in a fast-changing industry and work environment
• Willing to work off-hours and weekends when required for projects or emergency support

Responsibilities

• Provide first/second level contact and problem resolution for customer issues
• Work with vendors to remediate complex AV issues as needs
• Provide timely communication on issue status and resolution
• Maintain ticket updates for all reported incidents
• Install, upgrade, support and troubleshoot Windows 10,11 and Microsoft Office 365, Cisco Jabber, another authorized desktop application
• Should have basic knowledge of Mac operating system, to support Apple pc users
• Install, upgrade, support and troubleshoot for printers, computer hardware
• Performs general preventative maintenance tasks on computers, laptops, printers
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecom
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned
• Manage Procurement and own for all new in-scope hardware i.e., desktop/laptop
• Deploy and manage in-scope hardware and software
• Provision and support Remote Site Networks (e.g., LAN, WAN connection) and related operations (e.g., procure, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution and escalation, security management, and capacity planning/analysis
• Provide Break/Fix Level 2 support for in-scope end-user hardware and software as coordinated through the Service Desk
• Manage and maintain inventory of in-scope hardware, include asset tagging and recording
• Provide technical support for all hardware/equipment of the remote site computing infrastructure
• Develop and document in the operations manual on-site technical support procedures that meet requirements and adhere to defined policies
• Coordinate with the Service Desk and all other necessary Suppliers, third-party support organizations to manage all on-site technical support requests to resolution and closure
• Coordinate support, maintenance and warranty activities with relevant third parties for in-scope service
• Coordinate with end-user or other site staff to schedule on-site technical support visit in response to an incident or IT service request including security remediation services

Mandatory Soft Skills with level of competence, Ownership and accountability

• Excellent communication & interpersonal skills written and oral
• Client relationship management
• Problem solving aptitude
• Ability to Manage Diversity
• Ability to resolve problems
• Ability to translate customer needs
• Should have the ability to coordinate with teams in different geographical locations