Deskside Support Engineer - perm role in Birmingham office

Deskside Support Engineer - Birmingham (perm, office based)

Reports to: IT Service Delivery Manager UK and Ireland

To provide a professional on-site Second Line Deskside IT support service for the UK and Ireland offices. Responsibilities will include support of Microsoft desktop technologies, basic hardware troubleshooting, meeting room and computer room management, network patching and application support for core applications. To action incidents and requests escalated from first line support, in support of business requirements and to agreed support hours Monday to Friday.

This should be in line with internal incident, change, configuration and project management processes to agreed Service Level Targets. The role is based in the Birmingham office and provides onsite support to all UK and Ireland offices. Travel to other offices as necessary in line with business requirements. All activity is logged and managed through the Service Management platform ServiceNow.

Key responsibilities

Incident / Request Management

• Provide support for all incidents and service requests for all IT systems/services.
• Providing support in person, over the phone and using MS Teams.
• Ensure that incidents and requests are resolved in a timely manner in line with Service Level Agreements (SLA).
• Escalate issues to 3rd line support as required, either to EMEA 3rd line or external service providers ensuring they are driven to meet service level targets and communicate the status via regular updates to the incident ticket and where necessary to Incident Management.
• End to end ownership of all IT incidents and requests with responsibility for all communication and the technical resolution.
• Follow the escalation process to ensure a consistent and professional IT support service is offered.
• Manage all user administration tasks such as joiners, leavers and changes.

Customer Engagement

• Attend and Deliver Tech Expert events as and when requested.
• Provide proactive onsite training i.e. technology events, tips of the week etc.
• Provide support for client meetings and AV setup.

General Operations Management

• Support of Desktop PC’s, Laptops and local hardware devices.
• Management/Support of remote working.
• iPhone, iPad, Windows and Android Phone support.
• Manage onsite Server Room in line with IT Processes and tickets from EMEA Infrastructure team.
• Hardware Procurement.
• Salesforce Administration.

Change and Configuration Management

• Follow the change management process to ensure changes to the Desktop infrastructure follows the agreed process and do not cause unplanned outages.
• Work on assigned tasks associated with the Change process.
• To manage and maintain the accuracy of the Desktop infrastructure components held in the Configuration Management Database by following the agreed configuration management process.

Project Management

• Involved in project management process from inception through to transition to "business as usual" as the point of contact for Service Delivery team, as directed by line manager.
• Participate as a project resource as and when required to provide Desktop support and where required deliver the solution within agreed timescales.
• Ensure participation in project activity is approved.

Qualifications and experience

Soft Skills:

• Analytical problem-solving skills to follow an incident or problem through to resolution.
• Excellent Customer service skills.
• Experience of working in an ITIL environment preferred but not essential.
• Use initiative with a positive and can-do attitude.
• Identify business impacting incidents and escalate according via the escalation process.
• Ability to communicate effectively with a confident telephone manner.
• Excellent attention to detail and in all written communication.
• Tactful and diplomatic when dealing with pressurised situations.
• Able to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines.
• Ability to work effectively alone and within your team/group or project, under the appropriate supervision.
• Maintain good working relationships with all members of IT.
• Professional appearance and attitude at all times.
• Flexible approach to role including travel where required.
• Highly motivated, willing to continually update knowledge and skill set.
• Ability to liaise and communicate with all levels within IT and across the business.

Technical Skills:

• ServiceNOW
• Microsoft Office 365
• Microsoft Teams
• Microsoft Teams Telephony
• Microsoft Windows 8/Windows 10/Windows 11
• Microsoft Active Directory administration
• Salesforce
• Exchange administration
• Knowledge of ADSL and Wi-Fi technologies
• Knowledge of Apple and Android Mobile devices
• Knowledge of networking concepts
• Knowledge of all core applications including but not limited to:
• Citrix
• Cisco Telephony
• Printing
• Email archiving solutions
• SCCM
• Knowledge of remote working solutions such as Broadband, 3G\4G and VPN's (virtual private network)
• Knowledge of building PC's and troubleshooting support issues

Documentation skills:

• Knowledge Article Creation

Deliverables and Measureables

• Provide a professional, approachable and technical IT support service to the company.
• Ownership of all incidents and service requests managed by 2nd line.
• 85% of incidents resolved within OLA.
• 90% of incidents resolved within SLA.
• 90% of incidents responded to with OLA.
• Feedback from team members and customer satisfaction questionnaires.
• Regular performance and development review.