Senior IT Engineer

Mon - Fri - 9am - 5:30pm

To start ASAP- Contract Role - 31/12/2024

£19 - £24.18 per hour

Your new company

Our client supports companies on their journey to digital transformation. They deliver digital technology to some of the world's greatest organisations. They deliver full life cycle maintenance services and on-site technical expertise covering a wide array of technology from workplace to network infrastructure and everything in between. They put productivity, operational efficiency, customer excellence and quality at the heart of everything they do. Their technology enabled mobilised teams to provide high quality, scalable expertise and support across a wide range of customers in the UK.They are a company where people matter. They are diverse, flexible and open.

Your new role

As a Senior Deskside Engineer, you will be the face of IT to the customer, typically located in an open office area. As well as resolving IT issues, you will be responsible for assisting with IT related queries such as How Do I type questions and loaning peripherals. This role is key to ensure an excellent customer contact experience through IT. It is essential that you deliver a great customer experience through engagement with the customer and sound technical knowledge which offers prompt issue resolution. You will undertake the day-to-day front-of-house activities for Onsite Services. In addition, the management of any IT equipment for joiners, Movers and Leavers, and other key processes that contribute to the overall customer experience of our IT services.

General Responsibilities/Accountabilities:

Demonstrate excellent customer service skills and a desire to support end users face to face.Take ownership of IT issues and work to resolve or assign them to the correct support group.Perform 1st & 2nd deskside support to the customer's client. Use troubleshooting skills and knowledge to determine the root cause of a fault to resolve or re-assign to the correct team. Support IT Tech bars and drop-in clinics as well as assisting with floor walks when required.Perform IMAC activities at the desksideUpdate asset management tools in line with documented procedures.Manage all assets within their control.Document and report on work completed within the Service Management tool ServiceNow. Creating and updating tickets for all assistance provided.Escalate issues in line with company processes to ensure customer demands are met.Ensure Department/Contract meets SLA performance targets. Maintain and improve customer satisfaction levels.Provide local hands and eyes assistance to remote support groups. Understand and adhere to Company and Customer policies and procedures. Complete all required Customer training to adhere to compliance and regulatory requirements and to understand Customer processes.Keep skills up to date with IT industry standards as appropriate to the role/contractUtilise the knowledge database available, identifying gaps or the need for improvements.Exhibit routine administrative skills and good literacy and numeracy skills.Act as a team player demonstrating good interpersonal skills.Demonstrates awareness of health and safety at work.Contribute to the development of technical procedures and standards to meet business and customer requirements.Possess the ability to adapt quickly to dynamic team environments to maintain a consistent, effective contribution.Act as a role model for colleagues, providing guidance around technical and behavioural competencies to ensure sharing of internal best practice.

Specific Knowledge/Skills:

The desire to achieve and maintain the highest level of customer experience at all times. With proven experience of providing face-to-face customer support.Excellent communication skills to work with IT support group and keep customers informed.Proven knowledge and expertise within a Microsoft Windows environment (ideally within an enterprise domain business model) including familiarity with Active Directory, software deployment technologies (SMS, SCCM, etc.), Group Policy Objects and remote-control methods.Proven desktop support knowledge and expertise specifically for Windows 10 operating systems, Office 365, MS Intune and Lenovo desktop and laptop hardware.Knowledge and expertise in supporting Apple Mac OS and iOS software desirable. Experience in setting up and deploying mobile devices is desirable.Proven knowledge and expertise in supporting Microsoft Office applications, especially Outlook and Teams.Experience in the use of cloud-based storage solutions such as MS OneDrive and Box.Knowledge of client antivirus software within an enterprise environment. Aware of the importance of asset management and their role in updating asset inventory details.Knowledge and experience of ServiceNow is desirable.Ability to work in a customer-oriented support role, manning a customer drop-in desk in addition to performing floor walking to extend support right to the customer's workspace.Demonstrate excellent soft skills and customer focus. With a proactive attitude to establish and build strong customer relationships.Be comfortable to take ownership of issues, working to resolve or align to the correct support group. While keeping the customer updated.Demonstrate an analytical and systematic approach to resolving complex problems and assignments.Demonstrate an organised approach to work, and an ability to effectively troubleshoot issues. Working to resolve or direct to the correct support group

What you'll get in return

Well-established on site working environments Diverse and Inclusive team High ethos and purpose-driven organisation Opportunity to contract for a reputable and growing organisation.
What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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