Desktop Support Engineer

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Desktop Support Engineer Job Description Template

Our company is looking for a Desktop Support Engineer to join our team.

Responsibilities:

  • Updating and maintaining tickets within the service management toolset;
  • Work with vendor support contracts to resolve technical problems with desktop computing equipment and software;
  • Management of incidents and Service requests escalated by the Central Service Desk;
  • Taking ownership of local support incidents and service requests;
  • Experience of managing a team of technical support engineers;
  • Work alongside IT policies and procedures, ensuring all correct approvals and processes are complete;
  • Solve enterprise scale problems by creatively engineering automated solutions;
  • Local vendor management;
  • Work with Business Partners for Service Improvement Plans;
  • Provide technical support and depth of product understanding to support the customer facing teams;
  • Lead various smaller projects;
  • Troubleshoot technical problems and support their daily operational functions;
  • Supporting the company’s staff, including starters/leavers procedures, building laptops/PCs, day-to-day support etc;
  • Endpoint Protection / Management, including patch management;
  • Create how-to guides that empower employees to own common workflows and solve issues.

Requirements:

  • Active Directory;
  • Office 365;
  • Good knowledge of Windows Operating Systems (XP, Windows 7,8 or 10 Office 2013 / 2016, Office 365 etc);
  • Installing, operating and supporting customers on Microsoft platforms;
  • ITIL Foundation, Microsoft certification, Cisco Certification;
  • Demonstrable knowledge of administering Active Directory, Exchange, File & Folder permissions, GPO, SharePoint administration, Skype;
  • Basic Automation & Scripting,
  • Exchange;
  • Previously worked with a ticketing system and have full understanding of how they work;
  • Understanding and basic experience in MDM solutions;
  • Able to use own initiative to investigate issues;
  • Previous experience of networking supporting (e.g. Active Directory, DNS, DHCP);
  • File Storage;
  • Ensure all customers are proactively communicated with in line with Company guidelines;
  • Identify Major / P1 incidents, gather full information and escalate where required.