Onsite Desktop Support Engineer

Please note: this is an on-site role in Cambridge.

About the role

This is an exciting opportunity to join an energetic, dynamic and driven team focused on improving user performance, mitigating risk and increasing business agility.

The position will involve providing onsite desk side support work based in the Cambridge area supporting users with endpoint issues directly and working with the broader team to ensure the compliance and performance of all devices utilised by the client’s teams.

Support will also include the management of M365 feature sets included but not limited to SharePoint, Teams and OneDrive. The candidate will also have the opportunity to gain experience on specialised industry applications.

There may be a requirement to work outside of business hours to accommodate customer requests or project deliverables, therefore we require engineers who are willing to be flexible in this respect (remuneration is given for all out of hours work).

Your part to play

• Troubleshoot client support incidents, liaising with users at the clients site.
• This role requires your full time attendance on the client site supporting customers accessing IT services.
• Helping solve technical issues with their computers (hardware and software)
• Liaising directly with end users to resolve any problems, as directed by the Service Desk Manager or on site key contact.
• Logging and triage of technical support requests over the telephone, face to face or by email within the ITSM tool.
• Using remote control tools and technologies to assist end users’ as required
• Documenting systems and procedures as implemented for and on behalf of the customer creating a comprehensive knowledge base.

All about you

The position is very much customer facing and customer service skills and good communication skills are essential together with Helpdesk experience, ideally with some of that on a client site.

Your technical competence will ideally include the following technologies:

• Azure Cloud – including Intune and autopilot
• Microsoft OS (2019/2022/W11) including associated hardware
• Microsoft Exchange, Office 365, SharePoint, Defender and OneDrive
• Network solutions including local area networks, wide area networks and associated hardware and technologies such as firewalls, routers, wifi solutions and network switches and cabling
• Cloud backup solutions
• IT peripherals

 

You must have an eye for detail, the ability to work independently and as part of a team, great documentation skills and the drive to progress your own learning and career.