IT Hardware Refresh / Desktop Support Engineer

IT Hardware Refresh / Desktop Support Engineer

On-site in London

Long term contract

Job Purpose: The onsite support engineer will provide technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

• Basic experience in IT industry
• Good Understanding of ITIL concept & Service Now
• Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• Basic AV support for conference room and internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
• Refresh of old asset from Windows 7 to Windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware/spare replacement
• Support Queue Management to avoid SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging/un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of iPhone, iPad and Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.

Seniority level

• Associate

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting