IT Hardware Refresh / Desktop Support Engineer

Sky Systems, Inc. (SkySys); Greater London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading IT services company based in London is seeking an IT Hardware Refresh / Desktop Support Engineer to provide on-site technical support for end user computing devices. The ideal candidate will have basic IT experience, knowledge of ITIL, and proficiency using tools like Service NOW and SCCM. This contract position emphasizes strong customer service and problem-solving skills for device support.

Qualifications

• Basic experience in IT industry.
• Understanding of ITIL concept and Service Now.
• Basic AV support for conference room and internal events.

Responsibilities

• Provide technical support for End User Computing devices.
• Lead the resolution of incidents and problems.
• Ensure tickets are updated on time adhering to SLA.

Skills

Basic experience in IT industry

Good understanding of ITIL concept

Computer OS/Peripherals troubleshooting

Handling end users' incidents

Ability to work independently

Tools

Service NOW

SCCM

Auto Pilot

Mcafee

Cortex XDR

Job description

IT Hardware Refresh / Desktop Support Engineer

On-site in London

Long term contract

Job Purpose: The onsite support engineer will provide technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

• Basic experience in IT industry
• Good Understanding of ITIL concept & Service Now
• Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• Basic AV support for conference room and internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
• Refresh of old asset from Windows 7 to Windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware/spare replacement
• Support Queue Management to avoid SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging/un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of iPhone, iPad and Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.

Seniority level

• Associate

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting