Desktop Support Engineer

Job content

• Cloud solutions provider working to improve the construction industry|You’ll be inspired to provide an excellent customer experience
  

About Our Client

The client’s expanding range of cloud solutions, powerful front line intelligence, smart development tools and the industry’s largest connected supply chain network deliver transformative results for their customers. Their solutions surface data often hidden in legacy systems, turning it into actionable insights to drive immediate outcomes. They’re redefining the way construction works - for the better.

Job Description

Desktop Support EngineerTechnical Service Provision and Support:

• Your primary responsibility will be to manage all incoming user support queries via email or walk-up, investigating, logging, diagnosing, trouble-shooting and responding to queries.
• You’ll provide initial responses to users within agreed response times and assist with queries in a professional and courteous manner, working together, building positive relationships, investigating, responding and progressing issues and queries to a successful conclusion at the earliest time.
• Provide desktop support and troubleshoot problems through to resolution.
• You’ll set up new users including hardware and software configuration, email configuration, phone configuration and security configuration to all systems deemed necessary for them to complete their job role to the best of their ability.
• Carry out and assist in continuously improving new user IT inductions, whether conducted face-to-face or remotely.
• Take ownership of the offboarding process, removing leavers access to the business infrastructure to ensure that no unauthorised access can be made.
• Ensure that interactions with users are continuously improved and delivered in a consistent and positive manner and to a high professional standard ensuring to wow at all times.
• You’ll be responsible for managing incidents via the incident management process and requests via the request fulfilment process.
• Responsible for resolving user issues according to the established case management processes, which will involve case escalation to the appropriate support group when necessary.
• Perform specified administration tasks.
  
  

Business Process Improvement and Systems:

• Monitor customer usage, adherence to service level agreements, call queues, response times and escalation process ensuring prompt follow up and ownership.
• Update internal administration systems, including but not limited to technical documentation, system diagrams and help manuals, to ensure that all members of the team can support and administer business systems.
• Manage the issue of licenses for all IT software to ensure that the business is correctly licensed at all times, remaining diligent and reporting any anomalies to the IT Manager.
• Make IT purchases within the business, ensuring asset information is correctly updated and that business policies with regard to IT equipment are maintained.
• Manage and update asset records for all hardware and IT equipment issued to employees or departments, to provide accurate reporting of all IT assets within the business.
• Ensure that accurate customer records are maintained and updated within the support system, ensuring accuracy of data and that it is updated in accordance within ISO and data protection requirements.
• Actively seek opportunities to improve processes, ensuring that all improvements have a positive impact on customer experience and encouraging customer retention and referrals.
• Be accountable for providing customer experience reports as required for internal management use.
  

The Successful Applicant

Desktop Support EngineerEssential Skills:

• Previous experience working in a technical support role.
• Degree level or equivalent technical industry qualification within IT.
• A good knowledge of Microsoft Enterprise technology stack including Office365.
• Windows Operating Systems, Android Mobile Devices and some Apple Laptops/Phones.
• End User Device configuration management (SCCM, Intune, Group Policy).
• A good general knowledge of computer technologies, hardware and software.
• Understanding and operating within service level agreements, targets and meeting KPI’s.
• A good team player with flexible approach, possessing a strong commitment to service excellence.
• The ability to work under pressure, demonstrating drive and a positive approach to work.
  
  

Desirable Skills:

• Microsoft Server Operating Systems
• Linux Operating Systems
• Networks and communication protocols
• Virtualisation
• Understanding of SaaS and hosted applications.
  
  

Competencies:

• You’ll be motivated by delivering excellent customer service.
• You’ll have excellent problem-solving skills with the ability to proactively and quickly generate innovative ideas.
• The passion and ability to keep up to date with the latest technology advancements, specifically with Microsoft 365 and desktop/server operating systems.
• You’ll have a desire to continuously develop your own knowledge and be inspired to share with colleagues within a dynamic organisation.
• You’ll have a determined and persistent desire to hit targets and SLA’s.
• You’ll be highly articulate and focused with the ability to influence others.
• You’ll have excellent planning and organisational skills to successfully manage competing demands, with exceptional time management and the ability to remain calm and objective under pressure.
• A can-do attitude and willingness to learn about Causeway’s products and technology quickly.
• You will have brilliant written/verbal communication skills, able to listen, question and provide accurate and clear responses.

What’s on Offer

Desktop Support EngineerCompetitive salary and bonus package

Contact: Aash Solanki

Quote job ref: JN-082022-5723601