Deskside Support Engineer

Reading |

Employer: FDS
Sector/Specialism: IT

Deskside Support Engineer

Salary: £27,600 per annum

An exciting opportunity has arisen for a customer-focused and enthusiastic person to join our team of technicians based predominantly at our client site in Thames Valley Business Park, Reading with occasional travel to the London Paddington site to assist with cover when required.

This is a permanent full-time position working a 37.5-hour week between 08:00 - 16:15.

The successful candidate will be responsible for providing on-site desktop support for technical infrastructure to end users in a walk-in centre environment; advising and assisting users in solving problems related to software, hardware, networks and peripherals using available technology. Analysing system needs, troubleshoots problems, providing user support, new hire system set ups and desktop/laptop software evaluations.

This role is a dual role consisting of both desk-side support in a walk-in tech bar environment with the added support of the customers extensive AV conference room facilities.

Responsibilities include:

- Provide the customer with overview of installation activity, site-specific information and access to appropriate contacts
- Handle customer's issues promptly and appropriately, provide guidance and escalate issues according to established procedures
- Hardware\Software break fix support across a range of devices (Dell, Apple, Lenovo, HP, Microsoft Surface etc)
- Work closely with internal Service Desk teams to support Tier 1, real-time collaboration, conference centres, and events teams
- Assist engineers in co-ordination of technical support for events and departmental operations
- Set up, repair and upgrade AV equipment throughout large corporate campus
- Provide customer service and specific AV assistance to customers including AV troubleshooting and operational assistance
- Act as subject matter expert in technical support field
- Provide in-depth Break/Fix AV maintenance
- Assist in maintenance and repair of AV equipment through third party vendor relationships
- Provide timely and descriptive reports of equipment repair, mitigation and work arounds
- Maintain neat appearance of AV cables and equipment
- Input data for metrics tracking including daily work ticketing system
- Provide statistics and track services provided
- Inspect and maintain appearance/functionality of conference rooms for quality assurance and be responsible for facilitating work order escalations
- Assist with storing deliveries and equipment
- Research and recommend new equipment purchases

Essential skills / qualifications:

- Experience with supporting customer PC and/or AV environments with an interest in learning more
- Minimum Vocational/Diploma/Associate Degree (technical field) with 3-5 years of working experience in related fields or Degree holder with 2-4 years relevant working experience
- Advanced Troubleshooting skills

Experience with the following:

- AV software applications
- PC software functions
- Networking interfaces

Experience loading code for:

- Crestron processors
- Crestron DM
- Digital Signal Processors
- IP Phones

Desirable skills / qualifications:

- OEM Certifications- HP, Apple, Dell, Lenovo, Toshiba, MS
- Able to obtain Authorised Service Provider status for Microsoft equipment under warranty
- A+ Certification, CompTIA, N+ Certification, PC
- BIAMP Trained on Tesira SERVER/SERVER-IO
- Certified Technology Specialist (CTS) Certified
- Crestron Digital Media Certified (DMC-E4K)
- Windows, Office, Microsoft Teams
- Network (TCP/IP) Experience (3-5 years)
- MTA in OS and Networking or equivalent
- Knowledge of Microsoft Teams Room environments

This is an excellent opportunity to join us and as an employee you will gain access to a large library of training courses and accreditations to help further your skills and development.

We also offer an excellent benefits package including personal pension plan, and various other flexible benefits including private medical cover, life insurance, and flexible holiday to name a few.

Apply now for consideration!

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