Onsite Desktop Support Engineer

Computacenter PLC; Manchester; On-site; GBP 28,000 - 40,000; Full time

Job summary

Computacenter plc in Manchester seeks a capable 2nd line IT support professional to manage incident and service requests end-to-end. You will resolve issues to SLA, assist with project tasks, and coordinate with Level 3 teams.

The role covers hardware, network, and software configurations, including Windows OS and Office applications. The candidate should be proficient with ITSM tools, SCCM/AD, and networking basics, with a valid UK driving license and SC clearance or eligibility.

Qualifications

• Experience resolving incidents to SLA.
• Knowledge of IT hardware and software.
• Ability to work with internal and external project managers.

Responsibilities

• Undertake incident and request tasks.
• 2nd line responsibility for resolving incidents to SLA.
• Maintain a 2% incident per month target.
• Complete assigned works within allocated timeframes.
• Undertake project tasks, supporting Project Managers.
• Handle nonstandard request tasks to agreed timescales.
• Coordinate with Level 3 teams to highlight major issues.
• Resolve issues with hardware (laptop/desktop), printers, networks, etc.

Skills

Windows OS

IT Helpdesk

Customer service

Networking basics

SC Clearance

Tools

ServiceNow

SCCM

Active Directory

DNS/DHCP

VPN

MS Outlook

LAN/WAN

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