Desktop Support Engineer - Together

OpenTalent; Cheadle; On-site; GBP 32,000 - 45,000; Full time

Job summary

Together is seeking an experienced Desktop Support Engineer to join the Service Desk. You will resolve incidents and service requests across the business, providing expert guidance and mentoring while maintaining ticket records and asset management.

You will diagnose complex issues, escalate when necessary, and contribute to knowledge articles and IT projects to enhance services and colleague experience.

Qualifications

• Proven experience in a Desktop Support / 2nd line role.
• Excellent problem-solving skills with ability to deliver to tight timescales and changing priorities.
• Experience of working in an ITIL aligned environment.
• Established track record of providing advanced technical support and configuration of desktop software and hardware including resolving connectivity issues.
• Proven ability to create clear and comprehensive testing and technical documentation.
• Knowledge of Windows Server 2012 r2 - 2022, Active Directory, Group Policy, DNS, DHCP, Exchange Online.
• Microsoft Windows 11 knowledge and familiarity with VPN and Remote Desktop Services.
• Experience with MECM, VMware, and Microsoft Intune/Autopilot.

Responsibilities

• Resolve incidents, service requests and technical queries via phone, email, remote support and face-to-face interactions.
• Take ownership of incidents from start to finish and manage the support queue to meet SLAs.
• Maintain accurate ticket records and IT assets; support onboarding, offboarding and RBAC processes.
• Create and maintain knowledge articles to improve team effectiveness; contribute to IT projects.
• Investigate recurring issues in an ITIL environment; perform root cause analysis and support change control.

Skills

Desktop support

ITIL

Active Directory

Group Policy

DNS

DHCP

Exchange Online

Windows Server

Windows 11

Remote Desktop Services

VPN

MECM

Intune/Autopilot

VMware

RBAC

Microsoft 365

Tools

MECM

VMware

Intune/Autopilot

Exchange Online

Windows Server

Job description

Copilot said:

As a Desktop Support Engineer within our talented Service Desk team at Together, you'll provide technical support to colleagues across the business, resolving incidents, service requests and technical queries via phone, email, remote support and face-to-face interactions. Working closely with the wider Technology teams, you'll troubleshoot issues, perform in-depth diagnosis and **escalate** where required to ensure a seamless support experience.

You'll take ownership of incidents from start to finish, managing and prioritising the support queue to meet agreed SLAs while keeping colleagues informed throughout. You'll maintain accurate ticket records, manage IT assets and licences, and support key Service Desk processes including onboarding, offboarding and role-based access management.

As a technical escalation point, you'll share your expertise by supporting and mentoring colleagues, while creating and maintaining knowledge articles to improve team effectiveness. You'll also contribute to IT projects, support the deployment of new technologies, and identify opportunities to enhance services, processes and the overall colleague experience.

Working within an ITIL-aligned environment, you'll investigate recurring issues, perform root cause analysis, support change control activities, and help implement long-term solutions that improve service quality. Above all, you'll play a key role in delivering a reliable, secure and customer-focused IT support service while ensuring compliance with relevant policies, processes and procedures.

This role will suit an experienced Desktop Support Analyst. This is definitely NOT a junior role and we do want someone who can bring expertise with them. As such, If you have a good blend of the following skills and experience,

• Proven experience in a Desktop Support / 2nd line Role
• Excellent problem-solving skills with ability to deliver to tight timescales and changing priorities
• Experience of working in an ITIL aligned environment
• Established track record of providing advanced technical support and configuration of desktop software and all laptop/mobile/peripheral hardware including resolving connectivity issues
• Proven ability to create clear and comprehensive testing and technical documentation
• Working knowledge of common server-side technologies such as Windows Server 2012 r2 - Windows Server 2022, Active Directory, Group Policy, DNS, DHCP, , Exchange Online;
• Microsoft Windows 11, Knowledge of Microsoft remote products VPN, Remote desktop services.
• Software distribution platform experience - MECM
• Virtualization - Management and Maintenance of VMware - creating and maintaining templates and virtual machines.
• Strong Knowledge of Microsoft Intune and Autopilot (DAAS/MDL)
• Microsoft 365
• Understanding of role-based access control (RBAC)