Job Description:

We are looking for a Stonehouse (Gloucester) based Deskside Support Engineer. In this role you will be working in partnership with a high-profile organisation that provides engineered systems and components for the automotive industry.

Main responsibilities:

Provides on-site field support to customers including installation, and servicing and repairing systems and equipment. Verifies and approves operational quality of system equipment.Resolves customer issues in the areas of hardware installation, repair, upgrade and maintenance. Assists in investigating and resolving complex installations and maintenance matters of significance.Instructs customers in the operation and maintenance of systems/equipment.Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.Acts as a liaison with customers on administrative and technical matters for assigned projects.Performs analysis and prepares reports on system problem trends and issues.

Tasks will include, but are not limited to:

Incident management & resolution.IMACDs – Installations, Moves, Additions, Changes and DeletionsProvide onsite Hardware Break/Fix support (Dell) and manage OEM warranty providerProvide remote support to satellite sites.Acts as Smart hands and eyes.Provide mobile device support.Maintain and update existing network infrastructure.Peripheral support.Asset, Stock and Loaner equipment management.Coordinate all Multi-Function Device (MFD) and network printer installs.Instructs customers in the operation and maintenance of systems/equipment.Provide Project services as and when requiredWorking directly alongside the client, managing own workload, whilst liaising with other teams or vendors to resolutionAct as a central point of contact for the customerCreate and maintain accurate documentationPerforms analysis and prepares reports on system problem trends and issues.Participate in operational meetings as required

Essential Skills

SLA and ticket priorityProven trouble shooting skills4 + years previous experience in a similar roleSupport knowledge across Windows 10, O365, AD and SCCMAdministering Windows Share\\File permissions.Mobile connectivity (E.g., Android/iPhone)Good time management and organisational skillsAble to follow detailed instructionsExcellent communicator both face-to-face & over the phoneMust be able to deal productively with workload with minimal supervision

Desirable

ServiceNowITIL Certification / Awareness

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