Onsite Desktop Support Engineer - Usk, Gwent

Computacenter AG & Co. oHG; Mobile (AL); On-site; USD 37,000 - 56,000; Full time

Job summary

Computacenter AG & Co. oHG is seeking a Desktop Support Engineer to deliver hands-on 2nd line IT support across a busy user base. You’ll resolve incidents, fulfill service requests and ensure users receive responsive, high-quality assistance.

Based onsite in Usk, you will work with Windows 10/11, SCCM/AD, networking basics and ITSM tools like ServiceNow, providing timely updates to stakeholders while maintaining SLA performance.

Qualifications

• Windows 10/11 knowledge with Office applications.
• Experience with ITSM tools (ServiceNow) and ticketing processes.
• Basic networking knowledge (LAN/WAN, VPN, DNS).
• Understanding of SCCM/AD administration and OS imaging.

Responsibilities

• Handle 2nd line incidents and service requests to SLA.
• Maintain <2% monthly incident rate and resolve issues promptly.
• Coordinate with Level 3 teams for major issues.
• Install and configure software/hardware; support laptops/desktops.
• Assist project tasks and non-standard requests within timelines.

Skills

Windows OS

Office Suite

SCCM

Active Directory

LAN/WAN

VPN

ITSM

ServiceNow

Customer service

Driving license

SC Clearance

Tools

SCCM

Active Directory

ServiceNow

Job description

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Location: UK - Mobile England | Job-ID: 220784 | 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.

Location: Usk, Gwent (onsite full time)

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