Job Vacancy - Desktop Support Engineer
Job Vacancy posted by: Gibb Safety & Survival
Location: Great Yarmouth
Working within the IT Support team, the role will require a high level of technical expertise and will be the key point of contact for the End User community globally. The role will need to support the activities of desktop services and will involve working with the regional IT and business teams to support the desktop environment.
In addition to a standard 37.5 hour working week, you will as required, undertake work out of usual office hours on a rota basis. The role will also travel to other UK based offices as required.
Role & Responsibilities:
Act as the 1st point of contact for all user incidents & service requests
Able to travel to remote sites around the UK
Initial triage of incidents & assignment
Taking ownership of service incidents/requests and liaising with other IT teams in order to resolve and manage user expectations to include resolution
Creating and maintaining accurate and concise ticket update/knowledgebase documentation within ServiceNow
Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
Install and support PC, laptop, tablet and mobile hardware and software (certifications from CompTIA, Microsoft or HDI are a plus).
Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
Be willing to take on a new position or accept additional responsibilities when asked.
Provide excellent technical and customer focused support to end users.
Essential Skills & Experience:
At least 2-5 years’ experience of working in an IT technical support role, able to demonstrate excellent problem-solving skills, with the ability to own a problem or situation and resolve it.
Being able to work independently
Full Clean UK Driving license
Excellent spoken and written English – Good communication skills both verbal and written.
Have the experience and ability to handle a constantly changing flow of support calls and technical assistance in order to prevent handoff to 3rd line support teams.
Ability to multitask effectively and remain professional during stressful situations.
Exceptional working knowledge of all products within the Microsoft Office Suite (Office 2013, 2016 and Office 365)
High level knowledge of Active Directory administration, including adding users, configuring PCs and groups.
Have the ability to act on own initiative and also be a team player.
Capable of working within a framework of procedure and policies.
Self-motivated with on the job training and continuous personal development.
Technical role with detailed hands on experience of the following technologies:
Apple hardware & OS
Understanding of LDAP
Running Powershell Scripts
ServiceNow ITSM tool experience
ITIL Foundation certification (Desirable)
Working Knowledge of ITIL Incident, Problem, Change Management
Active Directory, Exchange (both on-perm & O365)
VMware Virtualization & Administration (Horizon)
Multi Factor Auth setup (MS MFA, DUO)
Microsoft Azure Active Directory administration
WebEx, S4B, MS Teams
Application Deadline: 29/02/2020
Email Contact: Info@gibbsafety.com
Website Link: https://careers.clarksons.com/job/Great-Yarmouth-Desktop-Support-Engineer/578490901/