Onsite Desktop Support Engineer

Computacenter PLC; Bristol; On-site; GBP 26,000 - 36,000; Full time

Job summary

Computacenter PLC in Bristol is seeking an IT support professional to join the service desk as a 2nd line engineer. You will handle incident and request tasks, maintain SLA targets, and support project tasks for internal and external Project Managers.

You will work with Windows 10/11, SCCM, AD, ServiceNow, and networking concepts such as DNS, DHCP, VPN. A full UK driving license and SC clearance or eligibility are required.

Qualifications

• 2nd line incident resolution experience and SLA awareness.
• Experience with LTSC Channels and KIOSK is desirable.
• Knowledge of ITSM tools and IT service management processes.

Responsibilities

• Undertake incident and request tasks
• Possess 2nd line responsibility for resolving incidents to SLA
• Maintain a 2% incident per month target
• Be responsible for the completion of assigned works within allocated timeframes
• Undertake Project Tasks, supporting both internal and external Project Managers
• Undertake Non-Standard Requests tasks to agreed timescales
• Proactively communicate and coordinate with Level 3 teams to highlight major level issues
• Find resolution of technical issues for laptop/desktop hardware, networks, printers, etc.
• Install & configure software and hardware
• An in-depth knowledge and good understanding of Microsoft Windows OS (Windows 10 & Windows 11), including build, configuration and registry settings is required, along with a level of proficiency in Microsoft Office.
• Basic level understanding in SCCM/Active Directory and a working knowledge of IT service models
• Networks experience to include an understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE and VPN/remote connectivity
• An appreciation of the Microsoft Exchange environment, email client configuration, MS Outlook, instant messaging tools, along with general etiquette
• Computer peripherals - including but not limited to printers (including MFD's), display screens, docking stations, port replicators, cameras and scanners
• Working Knowledge of IT Service Management (ITSM) software (ServiceNow)
• Excellent customer interface and customer service skills
• Some flexibility with working hours when needed
• Full UK Driving License
• SC Cleared or required to undertake SC Clearance

Skills

Customer service

Problem solving

Communication skills

Tools

SCCM

Active Directory

ServiceNow

DNS

DHCP

VPN

Windows 10/11

Job description

• Undertake incident and request tasks
• Possess 2nd line responsibility for resolving incidents to SLA
• Maintain a 2% incident per month target
• Be responsible for the completion of assigned works within allocated timeframes
• Undertake Project Tasks, supporting both internal and external Project Managers
• Undertake Non-Standard Requests tasks to agreed timescales
• Proactively communicate and coordinate with Level 3 teams to highlight major level issues
• Find resolution of technical issues for laptop/desktop hardware, networks, printers, etc.
• Install & configure software and hardware
  An in-depth knowledge and good understanding of Microsoft Windows OS (Windows 10 & Windows 11), including build, configuration and registry settings is required, along with a level of proficiency in Microsoft Office.
• Experience handling LTSC Channels and KIOSK is highly desirable
• Basic level understanding in SCCM/Active Directory and a working knowledge of IT service models
• Networks experience to include an understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE and VPN/remote connectivity
• An appreciation of the Microsoft Exchange environment, email client configuration, MS Outlook, instant messaging tools, along with general etiquette
• Computer peripherals - including but not limited to printers (including MFD's), display screens, docking stations, port replicators, cameras and scanners
• Working Knowledge of IT Service Management (ITSM) software (ServiceNow)
• Excellent customer interface and customer service skills
• Some flexibility with working hours when needed
• Full UK Driving License
• SC Cleared or required to undertake SC Clearance
  Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers' infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance. Interested in joining a company with a strong sense of community? We're growing. We're hiring. We encourage. We empower. We support. #winningtogether #peoplematter