2nd Line Desktop Support Engineer

Chester | £26,680

Employer: FDS
Sector/Specialism: IT

2nd Line Desktop Support Engineer
Chester, UK

Salary: £26,680

We are currently looking for a highly customer-focused and enthusiastic Deskside Support Engineer with a genuine interest in solving peoples’ IT issues. The successful candidate should be technically competent, possess good communication skills and be willing to collaborate with the wider IT support teams.

Supporting one of our clients based from the site in Chester, day-to-day activities will include resolving a wide variety of desktop software and hardware incidents, hardware refresh and service requests, while minimising disruption and providing first-class customer Service.

This is a full-time, permanent position working a 37.5 hour week (8 hours per day) between the hours of 08:00 - 18:00. There may also be an on-call aspect to the role. Details will be discussed at interview.

Due to the nature of our client's work the successful candidate will need to either hold or be able to obtain SC Security Clearance. For this reason, we are only able to progress with applications from British nationals.

Responsibilities will include but not be limited to:

- Work as part of an empowered team supporting 1st and 2nd line support activities with accountability for individual incident ticket resolution through effective triage and first-time fix outcomes
- Create, manage and own service incidents from initial customer engagement to effective closure and end-user communication
- Create and maintain knowledge bases
- Identifying and raising of recurrent issues for root cause analysis
- To install pre-defined computer ‘images’ onto desktop and laptop computers
- Undertake Install, Move, Add and Change Hardware and Software requests
- Asset management
- Mobile and Telephony Configuration
- Hands and Eyes Services
- Perform customer-specific product upgrades and rollouts
- Provide basic firmware updates and software patching

Essential Skills and Qualifications:

- Excellent customer-facing skills and demonstrates a clear desire to be a role model in customer service
- Excellent organisational skills, able to take a methodical approach to service issues
- Self-motivated achiever who gains satisfaction from providing excellent customer service
- Excellent communication and interpersonal skills
- A broad technical knowledge of IT, PC’s/peripherals and their architecture
- Proven software and hardware troubleshooting skills
- Working knowledge of standard SW issues including, Windows OS, Office Suites and core application suites
- Active Directory administration
- Anti-Virus and SCCM management
- Call management familiarity (Service Now)
- Good understanding of IT infrastructure and TCPIP skills
- Printer network troubleshooting

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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