Onsite Desktop Support Engineer — SLA‑Driven Windows Pro

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

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.