Onsite Desktop Support Engineer - Rochester

Computacenter AG & Co. oHG; Rochester; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Computacenter is seeking a Desktop Support Engineer to provide hands-on technical support across a busy customer environment. You will resolve incidents, fulfill service requests and ensure users receive a responsive, high-quality support experience.

The role covers incident handling, 2nd line resolution, project tasks and non-standard requests, with coordination across Level 3 teams to highlight major issues. A UK driving license and SC clearance are preferred.

Qualifications

• Proficiency with Windows 10/11, Office suite and registry concepts.
• Experience with LTSC channels and KIOSK is desirable.
• Basic understanding of SCCM and Active Directory.
• Networking knowledge including LAN/WAN/VLAN, DHCP, DNS/WINS, VPN/remote access.
• Familiarity with Microsoft Exchange and Outlook.
• Experience with ITSM tools, especially ServiceNow.

Responsibilities

• Handle incident and request tasks.
• 2nd line responsibility for resolving incidents to SLA.
• Maintain target <2% incident per month.
• Complete assigned work within timeframes.
• Support Project Managers on tasks.
• Handle Non-Standard Requests within agreed timescales.
• Coordinate with Level 3 teams on major issues.
• Resolve hardware, network, printer issues and related tech.
• Install and configure software and hardware.

Skills

Windows 10/11

Microsoft Office

SCCM

Active Directory

Networking (LAN/WAN)

DNS/DHCP

VPN/Remote access

MS Exchange/Outlook

ITSM ServiceNow

Customer service

Driving license

SC Clearance

Tools

ServiceNow

Job description

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Location: UK - Mobile England | Job-ID: 220792 | Contract type: Standard | Business Unit: Technicians

Life on the team

We’re looking for a Desktop Support Engineer to provide hands‑on technical support across a busy customer environment. You’ll play a key role in resolving incidents, fulfilling service requests and ensuring users receive a responsive, high-quality support experience.

What you’ll do

• 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

What you’ll need

• 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

About us

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