Job Title: Deskside Support 2nd Line Engineer (onsite) - Glasgow
Job location: Glasgow
Working pattern: 5 days onsite (shift patterns)
About the Role
We are recruiting for a Deskside Support 2nd Line Engineer (onsite) to support our UK business. You will be the first point of contact for all IT Service Desk logged Incidents and Requests.
Our Team
The UK and Ireland FTS D&T team consists of 17 FTS Engineers and 4 team leaders. The team provides support to the whole UK and Ireland region, and the IT Service Desk is first point of contact for IT related issues.
What You’ll Do:
* Assist with reported deskside IT related queries, either through walk-ups, email and telephone.
* Investigating and evaluating reported end user problems, failures and errors escalated through the EMEA IT Service desk.
* Troubleshoot reported hardware and software Incidents logged to the team via ServiceNow.
* Ensure all assigned tickets are actively worked on to achieve closure/resolution within the set SLA’s.
* Maintain relevant and up to date notes on all assigned tickets.
* Communicate regularly with end users on the status of open tickets and provide recommendations on the replacement of computer peripherals and program changes to resolve software related issues.
* Conduct daily printer and meeting room AV status checks, to ensure the uptime of equipment and to ensue minimal disruption to the business.
* The role also requires a high level of responsibility liaising directly with the user community and contributing ideas for new technical solutions, including testing and installation of new releases.
As an FTS Engineer, we expect an honest, approachable individual, with a flexible working attitude as a must, as there will be regular visits to other offices.
Our team environment is collaborative, enthusiastic and professional, that expects a World Class Professional Service, as such there is plenty of room for personal development.
What You’ll Need:
* Relevant Field/Deskside support / IT Support experience.
* Possess exceptional technical knowledge of desktop deployments, hardware peripherals and workstation decommissioning/recommissioning.
* Knowledge of deploying and supporting Windows 10 and 11 environments.
* Have an excellent content knowledge and mastery of Microsoft Office packages - Knowledge of ITIL, MCDST, MSA, Compita A+/Network+ is an added advantage
* Experience with troubleshooting software and hardware problems through debugging, testing and vendor assistance.
* Knowledge of supporting and troubleshooting mobile devices, including iPads/iPhones and Android devices.
* Printer exposure required for general troubleshooting issues.
* Experience assisting with meeting room AV, and meeting room setups for small to large meetings and events.
* Basic understanding of Networking fundamentals.
* Exposure and understanding of using Active Directory.
* Comfortable working alone on individual tasks, as well as part of a team for large projects.
* Maintain a flexible and customer orientated professional attitude
* Provide technical guidance and/or training to co-workers.
* Have a good command of the English language.
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