Job Title: Deskside Support 2nd Line Engineer (onsite) - Glasgow
Glasgow - Scotland - United Kingdom of Great Britain and Northern Ireland
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.
* Investigate and evaluate 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 reduce disruption to the business.
* The role 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.
What You’ll Need
* Relevant Field/Deskside support / IT Support experience.
* Exceptional technical knowledge of desktop deployments, hardware peripherals and workstation decommissioning/recommissioning.
* Knowledge of deploying and supporting Windows 10 and 11 environments.
* Excellent knowledge and mastery of Microsoft Office packages; knowledge of ITIL, MCDST, MSA, CompTIA A+/Network+ is an added advantage.
* Experience 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 troubleshooting experience required for general 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 larger projects.
* Maintain a flexible and customer‑orientated professional attitude.
* Provide technical guidance and/or training to co‑workers.
* Strong command of the English language.
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