Desktop Support Engineer (SC Cleared) 100% Onsite

Stackstudio Digital Ltd.; Woodbridge; On-site; GBP 30,000 - 45,000; Full time

Job summary

A digital solutions company is seeking a Desktop Support Engineer to provide technical support in Leiston, UK. The role involves troubleshooting issues related to various IT systems and ensuring smooth operations. Candidates must hold SC clearance, be willing to work onsite, and possess strong problem-solving skills. Competitive working hours and a collaborative environment are provided. A full UK Driving License is required for site travel.

Qualifications

• SC Clearance is mandatory.
• Proven ability to work well with both technical and non-technical staff.
• Self-motivated and willing to learn.

Responsibilities

• Troubleshooting and resolving issues relating to networks, applications, software, hardware, VPNs, printers, and mobile phones.
• Managing incident queues.
• Help in creating technical project documentation, reports, and manuals.

Skills

Experience troubleshooting issues on Windows 10 operating systems

Knowledge in installing and configuring Starlink satellite network devices

Experience in configuring iPhone / iPad

Creating or deleting IDs for Joiner / Leaver / Mover on Azure portal

Knowledge in creating new Microsoft Teams groups via Teams admin portal

L1 support knowledge of Applications and SharePoint

Effective communication skills

Customer service experience

Education

ITIL certification or process knowledge

Tools

Starlink satellite network devices

Microsoft Teams

Job description

Job Title :

Desktop Support Engineer (SC Cleared) 100% Onsite

Location : Leiston, UK

Special Working Conditions :

This is a 100% onsite role (candidate must work from the Leiston office daily).

Candidate must have a UK Full Driving License and be ready to travel between multiple customer sites within approximately 25 miles of Leiston.

A site vehicle will be available onsite for travel within the required locations.

SC Clearance is mandatory.

Working Hours

• 7:00 AM to 4:00 PM
• 8:00 AM to 5:00 PM
• 9:00 AM to 6:00 PM
• 10:00 AM to 7:00 PM

Must be willing to work out of hours as required (with prior approval from Site Lead).

Job Purpose and Primary Objectives

Desktop Support IT Engineer plays a crucial role in ensuring smooth operation of the organisation's computer systems by providing technical assistance and support to end-users.

The primary objective is to diagnose and resolve technical issues promptly, ensuring minimal downtime and maximum productivity.

Implementation and maintenance of IT Infrastructure to meet operational and project needs.

Key Responsibilities

(This position is an individual contributor role and part of a team)

• Troubleshooting and resolving issues relating to networks, applications, software, hardware, VPNs, printers, and mobile phones.
• Managing incident queues.
• Handling calls with customers; VIP user management.
• Vendor management.
• Responding in a timely fashion to reactive or proactive incidents.
• Recording and documenting incident tickets.
• Monitoring phones, emails, and Microsoft Teams chat for any incoming incidents.
• Management of Win-10 devices (MMD Microsoft Managed Devices).
• Technical troubleshooting, issue identification, and resolution of various services running in the Windows 10 operating system.
• Antivirus management (Defender / McAfee).
• Device movement from one desk to another as per requirement / project need.
• Unpacking and repackaging laptops / desktops, labeling, and delivering devices to users' desks, homes, or other offices as part of device handover / collection.
• Help in creating technical project documentation, reports, and manuals.
• Building and deploying workstations (laptops / desktops) with standard approved images.
• Providing Tech‑Bar support for users' queries and technical resolutions.
• Hardware asset and CDM management.
• IT desk moves, patching, training / meeting room setup, loan laptop management, and setup.
• Managing IT kit retirement and moving devices to disposal areas.
• Printers providing primary support including replacing consumables.
• Active Directory group management, account unlocks, and password resets.

Key Skills / Knowledge / Experience

• Experience troubleshooting issues on Windows 10 operating systems.
• Knowledge in installing and configuring Starlink satellite network devices.
• Experience in configuring iPhone / iPad.
• Creating or deleting IDs for Joiner / Leaver / Mover on Azure portal.
• Knowledge in creating new Microsoft Teams groups via Teams admin portal.
• L1 support knowledge of Applications and SharePoint.
• L1 troubleshooting support for Office Apps.
• Effective communication skills.
• Ability to multitask and manage time efficiently.
• Customer service experience.
• Strong written and verbal communication and interpersonal skills.
• Self‑motivated and willing to learn.
• Proven ability to work well with both technical and non‑technical staff.
• Proven ability to work independently on multiple tasks with commitment and ownership.
• Excellent problem‑solving and root cause analysis skills.
• Proficiency in understanding, analyzing, and defining corrective actions for tickets raised by users.
• Understanding of virtualization and Intune administration.
• Knowledge of supporting conference room devices.
• Knowledge of managing cloud printing.
• Experience managing asset inventory.
• Desktop support experience in Microsoft Managed Desktop environments.
• ITIL certification or process knowledge.

Person Specification

Informing

Provides the information people need to perform their jobs and to feel engaged with the team and organization.

Delivers informative and quantifiable updates to enable accurate and timely decision‑making.

Problem Solving

Uses rigorous logic and effective methods to solve complex problems.

Probes all potential sources for answers, looks beyond the obvious, and performs detailed analysis to identify root causes.

Technical Learning

Learns new skills quickly and adapts to emerging technologies.

Actively participates in research, technical courses, and seminars to enhance competencies.

Key Relationships & Contacts

With Client

Establish and maintain strong relationships with customer stakeholders.

Develop and implement processes to improve efficiency and effectiveness on an ongoing basis.

With Line Manager / Senior Stakeholders

Maintain regular communication to update and appraise on critical business issues and data points.

With Offshore Teams

Maintain regular contact with offshore teams as needed.

Update them on current issues and seek support for matters affecting contract deliverables.

With Peers

Develop and maintain positive relationships with business partners (internal and external).

Share best practices to achieve maximum efficiency.

With Others

Communicate effectively and professionally with all functional teams and stakeholders.

Share information regularly, build positive relationships, and represent the company in a professional manner.

Foster collaboration with external contacts to maximize efficiency and achieve business goals.