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Desktop Engineer

Posted 14 February by FirstPort Ended

Desktop Engineer


Closing date: 26th February  

Reporting to the IT Service Manager, the main purpose of the IT Support Technician is to provide technical support to internal customers within FirstPort, over the telephone, using remote support tools and at the desk side.

Main Duties and Responsibilities:

Delivery of very high-quality customer service and IT support to all internal customers

Primarily resolving or assisting in the resolution of, faults on a face to face basis with our user population, both locally, at satellite offices or at sites as necessary

Conscientiously and diligently recording all Incidents and activities to resolve, on the ITSM tool

Building and issuing IT equipment

Asset management process practitioner. Assist in maintaining an accurate IT Asset Inventory.

Software and hardware installations

Liaise with all support functions within the IT Department as required to facilitate knowledge transfer

Act as a functional escalation point for Service Desk Analysts

Strong focus on producing high quality support documentation and Knowledge articles

Travel will be required on an ad-hoc basis with occasional overnight stays

Support the Problem Management process by investigating and resolving complex support issues

Ability to manage small projects alongside normal BAU activities

Able to professionally engage with 3rd parties and suppliers to resolve support calls; organise enhancements to the IT Service or manage performance

“IT just works”;

Clear demonstration assigned Incidents and Service Requests are being actioned within SLA

Demonstrates ownership of all assigned Incidents

Regular positive feedback from customers and colleagues;

Consistently demonstrates a willingness for the IT Department to succeed and for the reputation of IT to improve;

Customer satisfaction in IT service delivery increases;

Regular production and submission of quality Knowledge articles



3+ years’ experience working within an IT support environment. Preferably 2 or more years in a “desk side” hands-on support role

Experience in providing customer focussed end user support;

Strong technical aptitude;


ITIL Foundation Certificate;

Technical qualifications (e.g. Comptia A+; MCP)

Personal qualities:

Highly self-motivated and results-oriented;

Strong attention to detail;

Willingness to travel on occasions and as required, possibly at short-notice

Friendly and helpful manner;

Outstanding communication skills;

A real empathy for colleagues and customers;

Ability to work with a sense of urgency;

Ability to work without regular supervision;

Compatibility with FirstPort’s company values (see http://about-us/our-values )

Technical skills (some or all)

Active Directory account administration

Microsoft Exchange administration

Microsoft Office 2013/Office 365

Windows 7 and 10

Strong Outlook knowledge

Understanding of Citrix

Backups and Restores – Veeam

Desktop Patching - SCCM

Android and mobile telephone support

Mobile Device Management (MDM) - MaaS 360 / InTune

Evidence of advanced technical troubleshooting skills

Ability to both write technical documentation and user guides

Ability to support SOHO environments (printing/broadband etc)

Mitel telephony support

Strong Wintel support capabilities


Driving licence advantageous

You may be required to participate in the out of hours on-call rota

Reference: 34297069

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