About The Role
Working in the IT Infrastructure team, the Deskside Support Engineer is responsible for providing efficient and effective first and second line technical support to end-users across multiple office locations.
The role involves installation of hardware and software, troubleshooting software and hardware issues, assisting with IT-related queries, and completing IT administration tasks.
The team member will primarily work from their main office location but will be required to visit other offices if the need arises.
Responsibilities
1. Provide first and second line support of the IT infrastructure, efficiently managing requests via helpdesk tickets, phone calls, and walk-ups, including:
* Service or change requests
* Incident resolution
* Scheduled daily, weekly, and monthly tasks
1. Install and configure new hardware and software, ensuring infrastructure standards are maintained.
2. Troubleshoot and report faults on end-user devices.
3. Report progress to the IT Infrastructure Operations Manager and escalate outages, delays, or serious issues immediately.
4. Complete IT administration tasks such as user account creation, group modifications, leavers process, and resource allocation.
5. Assist with operating system updates and patches.
6. Maintain and update the Infrastructure team’s documentation library.
7. Ensure IT security policies and procedures are enforced and staff are aware of their roles.
8. Provide out-of-hours support for application deployments and upgrades as needed.
9. Act as an on-site point of contact for third-line support teams, assisting with incident resolution and performing activities such as patching, power cycling, or hardware replacement as directed.
10. Travel to various office locations on an ad-hoc basis to provide on-site end-user support.
11. Collaborate with colleagues to maintain a high-performing team.
12. Share knowledge within the team to foster personal development and infrastructure improvement.
13. Maintain technical expertise through continuous training and development.
14. Contribute to the business's overall goals through infrastructure development, support, and improvement.
About You
Skills / Tools
* Strong PC support skills with knowledge of Windows Client OS, Office 365 Apps, and supporting third-party desktop applications.
* Experience installing and configuring end-user devices.
* Logical and methodical problem-solving skills for IT issues.
* Experience supporting Azure AD/Entra ID, Microsoft 365, Exchange Online, Microsoft Teams, and Intune.
* Experience with server and desktop hardware installation and support.
* Excellent customer service, communication, and documentation skills.
* Knowledge of industry-recognized IT support practices.
* Understanding of IT infrastructure technologies such as DNS, DHCP, routing, and TCP/IP.
Qualifications
* Microsoft certifications related to M365, Intune, Entra ID/Azure are advantageous.
Other Relevant Information
* Team player with a conscientious and proactive attitude.
* Good attention to detail and time management skills.
* Ability to think laterally and take responsibility.
* Reporting to the Infrastructure Operations Manager.
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