Role: Deskside Engineer Location: Borehamwood Is it Permanent/ Contract: Permanent Is it Onsite/Remote/Hybrid: Onsite Start Date: Immediate JD: Deskside Engineer Job Summary - • The role involves handling incoming calls, resolving technical issues, and providing first-line IT support to users, ensuring minimal disruption to business operations. • To investigate causes of unexpected server crashes, and service crashes and provide RCA as and when required for hardware failure • Accurately log all incidents and service requests in the ticketing system and follow up to ensure timely resolution. • Hardware Troubleshooting (Desktop, Laptop, Servers, ticketing Kiosk and Network Devices) • OS installation, upgrade and troubleshooting OS Service pacts/Patches installation for Windows and iOS using SCCM/Intune • Third parts tools installation as per guidelines and manage Hardware Spare stock • Monitor open incidents and requests, keeping users informed of progress and Adhere to service level agreements (SLAs) and performance targets. • Assist with onboarding and offboarding of users by setting up accounts, IT Device and access rights. • Vendor coordination for the replacement of faulty hardware • Create and maintain knowledgebase/SOP and central repository for information’s sharing • Knowledge and good understanding of Active Directory Tools and objects (policy, trust, FSMO), DNS, DHCP, Windows (x86 & x64) Group policy etc. • Knowledge of ITIL framework • Knowledge of hardware monitoring tools is an added advantage • Minimum 4 years of experience for Deskside consultant or Service Desk Expert • Excellent communication and conversation skills with English. • Should have a great customer handling skills • Able to handle unforeseen situations and able to support Oncall when required during site outage • This is a onsite role and would require to be working from Office and would be able to perform floor walk and report on daily basis. Seniority Level Mid-Senior level Industry IT Services and IT Consulting Employment Type Full-time Job Functions Information Technology Skills Ticketing Systems Offboarding Service-Level Agreements (SLA) Service Desk Vendor Coordination Laptops