Desk Side Support Engineer

Job Title: Desk Side Support Engineer
Location: Wales
Clearance: NPPV3
Contract Type: Full-time/Permanent

Job Description:

We are seeking an experienced Desk Side Support Engineer with NPPV3 clearance to join our growing team in North Wales. The ideal candidate will be responsible for providing first-line support for a wide range of hardware and software issues, ensuring smooth operations and timely resolution of technical problems. This role requires both strong technical troubleshooting skills and the ability to work directly with end users in a dynamic environment.

Key Responsibilities:

• Provide on-site Desk Side Support to end users, ensuring prompt resolution of IT issues and service requests.
• Troubleshoot and resolve hardware, software, and networking issues across various devices, including desktops, laptops, and mobile devices.
• Configure, install, and upgrade systems, ensuring compliance with organizational policies and standards.
• Maintain a high level of customer service by liaising directly with users and resolving issues in a professional and timely manner.
• Work closely with other technical teams to escalate and resolve complex technical issues.
• Assist with the setup and configuration of new systems, software, and peripherals.
• Manage and resolve incidents using the organization's IT service management system, ensuring all requests are tracked and reported accurately.
• Perform routine maintenance and ensure systems are up-to-date with the latest security patches.
• Support in the management of software deployments, updates, and antivirus installations across the user base.
• Ensure all IT support tasks comply with NPPV3 security standards and other relevant guidelines.

Required Skills and Experience:

• NPPV3 clearance is mandatory for this role.
• Proven experience in a Desk Side Support or IT Support Engineer role, providing hands-on technical support.
• Strong knowledge of Windows and Mac OS environments.
• Familiarity with hardware troubleshooting and software configuration.
• Ability to perform remote diagnostics and assist with IT problem resolution.
• Experience with ticketing systems and IT service management tools.
• Solid understanding of networking principles and TCP/IP.
• Excellent communication and interpersonal skills.
• Ability to work well under pressure in a fast-paced environment.

Desirable Skills:

• Experience working within a government or public sector environment.
• Knowledge of ITIL framework and best practices.
• Familiarity with mobile device management (MDM) solutions.
• Any additional IT certifications (CompTIA, Microsoft, etc.) are advantageous.

Benefits:

• Competitive salary based on experience.
• Comprehensive benefits package.
• Opportunity to work in a dynamic and challenging environment.
• Work with a supportive and experienced team of IT professionals.

If you are a motivated and highly skilled Desk Side Support Engineer with the required NPPV3 clearance, we encourage you to apply.