Onsite Desktop Support Engineer — SLA‑Driven IT Help

Computacenter AG & Co. oHG; Chelmsford; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

Computacenter AG & Co. oHG in Chelmsford is seeking a Desktop Support Engineer to provide hands-on IT support in a busy customer environment. You will resolve incidents, fulfill service requests and ensure a responsive, high-quality user experience onsite.

The role requires strong Windows 10/11 knowledge, ITSM familiarity, and 2nd line incident resolution with SLA focus. A full UK driving license and SC clearance eligibility are preferred.

Qualifications

• 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

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

Job description

Computacenter AG & Co. oHG in Chelmsford is seeking a Desktop Support Engineer to provide hands-on IT support in a busy customer environment. You will resolve incidents, fulfill service requests and ensure a responsive, high-quality user experience onsite.

The role requires strong Windows 10/11 knowledge, ITSM familiarity, and 2nd line incident resolution with SLA focus. A full UK driving license and SC clearance eligibility are preferred.