Desktop Support Engineer

L.a. International Computer Consultants Limited - Suffolk, VA

Full-time - Entry Level

Suffolk, VA

Administrative and Support Services

About the position

The Desktop Support Engineer position is a freelance role based on-site in Leiston, Suffolk, with an initial contract duration of six months. The successful candidate will be part of a world-leading organization that emphasizes support and development, providing an environment where individuals can make a significant impact. This role involves a variety of responsibilities centered around troubleshooting and resolving issues related to networks, applications, software, hardware, VPNs, printers, and mobile devices. The engineer will manage incident queues, handle customer calls, and oversee VIP user management, ensuring that all incidents are addressed promptly and effectively. In addition to managing incidents, the Desktop Support Engineer will be responsible for recording and documenting incident tickets, monitoring communication channels such as phones, emails, and Microsoft Teams for incoming incidents. The role also includes managing Windows 10 devices, performing technical troubleshooting, and overseeing antivirus management. The engineer will assist with device movement, unpacking and repackaging laptops and desktops for delivery, and creating technical project documentation and manuals. Building and deploying workstations with approved images, providing Tech-Bar support, and managing hardware assets are also key components of this position. The role requires a UK Full Driving License, as the engineer will need to travel within a 25-mile radius of Leiston to support users at various customer sites. A site vehicle will be provided for this purpose. The position demands effective communication skills, multitasking abilities, and a strong customer service background, as well as a proven capacity to work independently and collaboratively with both technical and non-technical staff. The Desktop Support Engineer will also need to demonstrate excellent problem-solving skills and a solid understanding of ITIL processes, virtualization, and asset management.

Responsibilities

• Troubleshooting and resolving issues relating to networks, applications, software, hardware, VPNs, printers, and mobile phones.
• Managing incident queues and handling calls with customers, including VIP user management.
• Vendor management and responding in a timely fashion to incidents.
• Recording and documenting incident tickets and monitoring communication channels for incoming incidents.
• Management of Windows 10 devices and technical troubleshooting of various services.
• Antivirus management and device movement as per project requirements.
• Unpacking and repackaging laptops/desktops for delivery and collection.
• Creating technical project documentation, reporting, and manuals.
• Building and deploying workstations with standard approved images.
• Providing Tech-Bar support for user queries and technical resolutions.
• Managing hardware assets and IT desk moves, including training/meeting room setup.
• Managing IT kit retirement and moving devices to disposal areas.
• Providing primary support for printers, including replacing consumables.
• Active Directory group management, account unlocks, and password resets.

Requirements

• Experience troubleshooting issues on Windows 10 Operating systems.
• Knowledge in installing and configuring Starlink satellite network devices.
• Experience in configuring iPhone/iPad devices.
• Ability to create or delete IDs for joiners/leavers/movers on Azure portal.
• Knowledge in creating new Microsoft Teams in the Teams admin portal.
• L1 support knowledge of applications and SharePoint.
• L1 support troubleshooting for Office applications.
• Effective communication skills and customer service experience.
• Ability to multitask and manage time effectively.
• Proven strong written and verbal communication and interpersonal skills.
• Self-motivated with a willingness to learn and adapt.
• Proven ability to work independently on multiple tasks and see issues through to resolution.
• Excellent problem-solving and root cause analysis skills.
• Proficiency in understanding, analyzing, and defining corrective actions for user tickets.
• Understanding of virtualization and Intune administration.
• Knowledge of supporting conference room devices and managing cloud printing.
• Experience managing asset inventory and desktop support in a Microsoft Managed Desktop environment.
• ITIL certifications or process knowledge.

Nice-to-haves

• Experience with Microsoft Managed Desktop environments.
• Knowledge of ITIL processes and best practices.
• Familiarity with cloud printing solutions.

Benefits

• Competitive daily rate of £180 - £200.
• Opportunity for professional development and support.
• Access to a site vehicle for travel to customer sites.