Desktop Support Engineer

The Role

As a Desktop Support Engineer, you will provide on-site and remote IT support, ensuring users receive fast, effective resolutions to their technical issues.

You will work as part of a wider IT team, supporting desktop and mobile devices, peripherals, and networks while maintaining high customer service standards.

Key Responsibilities

• Technical Support & Troubleshooting
• Provide maintenance and support for desktop and mobile devices, including laptops, Chromebooks, and tablets.
• Diagnose and resolve hardware and software issues for printers, scanners, interactive screens, projectors, and AV equipment.
• Troubleshoot basic networking issues, including wired and wireless connectivity problems.
• Assist with image build and deployment for Microsoft and Apple devices.
• Support users with Microsoft 365 and Google Workspace applications.
• Customer-Focused IT Support
• Act as the customer-facing representative for IT support, ensuring users receive fast and efficient service.
• Assist the service desk team in delivering high-quality IT support, escalating issues when necessary.
• Provide clear technical guidance to users, many of whom may not have IT backgrounds.
• Maintain accurate records of service requests in the IT ticketing system.
• Collaboration & Best Practices
• Work effectively with remote IT teams, ensuring smooth communication and problem resolution.
• Support the implementation of ITIL best practices to improve IT service delivery.
• Contribute to continuous improvement initiatives, identifying ways to enhance IT support efficiency.

What We're Looking For

• Technical Skills & Experience:
• Experience supporting desktop & mobile devices (laptops, tablets, Chromebooks).
• Knowledge of peripheral support, including printing, scanning, AV equipment, and interactive screens.
• Basic understanding of wired and wireless networking.
• Familiarity with image deployment tools for Microsoft and Apple devices.
• Operational knowledge of Microsoft 365 and Google Workspace.
• IT qualifications equivalent to CompTIA A+ or similar.
• Experience using IT service desk ticketing systems (e.g., ServiceNow) is an advantage.
• Soft Skills & Behaviours:
• Excellent customer service skills with a proactive, problem-solving approach.
• Strong communication skills, both verbal and written.
• Ability to prioritise workloads and work under pressure.
• Strong troubleshooting abilities, knowing when to research issues or escalate problems.
• Ability to build strong working relationships with remote teams and users.