Desktop Support Technician

SISL Global; Braunton; On-site; GBP 22,000 - 32,000; Full time

Job summary

SISL Global in Braunton, United Kingdom, seeks a Desktop Technician to provide day-to-day local/remote desktop support, handle inbound calls, troubleshoot, and document steps in the ticketing system. The candidate will engage supervisors to ensure operational consistency across shifts.

You will perform break/fix diagnostics, support core OS and application suites, and assist with hardware and printer issues. Windows experience is essential.

Qualifications

• 2-3 years of Windows experience.
• Experience in desktop support and ticketing processes.
• Ability to communicate effectively with customers and escalate when needed.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot Windows XP/7/8.1/10 and Office 2010, and essential desktop apps.
• Support Mac users with basic knowledge of macOS.
• Install, upgrade and troubleshoot printers and computer hardware.
• Perform preventive maintenance on computers, laptops and printers.
• Diagnose network and workstation issues using appropriate tools.

Skills

Windows OS

Ticketing system

Desktop troubleshooting

Tools

Printers

Office 2010

Cisco Jabber

Job description

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. Ideal candidate should have 2-3 Years’ experience in Windows

Desktop support.

Position Responsibilities and Functions

Provide first/second level contact and problem resolution for customer issues.

Work with vendors to remediate complex AV issues as needed.

Provide timely communication on issue status and resolution.

Maintain ticket updates for all reported incidents.

Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, 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.