2nd Line Remote End User Support Engineer, Erskine
Job Description
iAction Engineer – Job Roles, Specification and Responsibilities.
This role provides a User Provisioned Desktop based Operational Service & Support for multiple clients. The successful candidate will join a highly skilled team of Support engineers providing 2nd line technical support. The role requires a flexible working ethic and a pragmatic approach to IT Support, with a background in first/second line support, and strong customer service and communication skills, along with methodical troubleshooting techniques.
This role will involve some working from the DXC site in Erskine.
Responsibilities include:
1. Providing Remote 2nd Line Support within a cloud environment of Windows Server 2003/2008R2/7/10
2. Offering telephone technical support to end users, on-site engineers, and implementation teams when needed
3. Investigating, diagnosing, and resolving incidents/problems raised by the service desk, including issues with:
* Desktop/thin client hardware and software
* Laptop hardware and software
* WiFi, LTE, mobility support
* Peripherals like scanners and removable storage
* Active Directory troubleshooting
* Citrix user sessions
* Software delivery via SCCM
* Applying knowledge base fixes
* Updating and maintaining the Knowledge Base
* Sharing knowledge with the service desk
* Known problem linking and workaround implementation
Qualifications and Experience:
* Bachelor’s degree in Computer Science, Engineering, Business, or related field, or equivalent experience
* Typically 2-5 years of relevant experience
Skills and Knowledge:
* Windows 10 / 11
* Active Directory
* Office 365
* Hardware and technology support skills
* Customer Service skills
* Security vetting, including Disclosure Scotland/current BPSS clearance or willingness to undertake
* UK nationality (no dual nationals)
Desirable Certifications and Skills:
* Citrix Xenapp support
* Microsoft/Citrix/VMWare certifications
* Appsense Management
* Other virtualization solutions (e.g., VMware)
* SCCM, App-V, Networking, Microsoft Exchange, Microsoft InTune, VMWare Horizon
Note: DXC does not conduct recruitment via social media or ask for money or equipment from applicants.
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