Job Description:
iAction Engineer – Roles, Responsibilities, and Specifications
This role provides user-provisioned desktop-based operational service and 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 work ethic and a pragmatic approach to IT support. Candidates should have a first/second line support background, excellent customer service and communication skills, along with methodical troubleshooting techniques.
This role will require some working from the DXC site in Erskine.
1. The team is responsible for providing remote 2nd line support within a cloud environment supporting Windows Server 2003/2008 R2/7/10.
2. You will provide telephone technical support to end users, on-site engineers, and implementation teams as required.
3. The team investigates, diagnoses, and resolves incidents/problems experienced by customers, with incidents raised by the service desk.
Typical issues encountered include:
* Desktop/thin client hardware and software issues.
* Laptop hardware and software issues.
* WiFi, LTE, laptop, mobility support.
* Peripherals such as scanning devices and removable storage.
* Using Active Directory to troubleshoot and resolve incidents.
* Using Citrix tools related to user sessions.
* Resolving software delivery issues using SCCM.
* Applying knowledge base fixes to resolve incidents.
* Updating and maintaining the knowledge base.
* Passing relevant knowledge to the service desk.
* Linking known problems and applying workaround fixes.
Education and Experience:
Bachelor’s degree in Computer Science, Engineering, Business, or related field, or equivalent work experience. Typically 2-5 years of relevant experience. May hold entry-level or intermediate certifications in the field.
Essential Skills and Knowledge:
* Windows 10 / 11
* Active Directory
* Office 365
* Understanding of supported technologies/hardware
* General understanding of related technologies
* Customer service skills
* Willingness to undertake security vetting, including Disclosure Scotland/current BPSS clearance, with progression towards SC clearance.
* UK nationality; dual nationals are not eligible to apply.
Desirable Skills and Certifications:
* Citrix XenApp and end-user support
* Microsoft, Citrix, or VMWare certifications
* Appsense Management
* Other virtualization solutions (e.g., VMware)
* SCCM
* App-V
* Networking
* Microsoft Exchange
* Microsoft InTune
* VMWare Horizon
Note on Recruitment Fraud: DXC does not make employment offers via social media and never requests payments or equipment purchases from applicants. For more information, visit here.
#J-18808-Ljbffr