Job purpose

• The Desktop Support Engineer role is to provide a single point of contact for end users to receive support and maintenance within the organization's end user computing environment.
• Delivering the highest level of support to end users ensuring the most cost-effective use of the business systems and allowing us to gain maximum return on the IT investment.
• This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers, ticketing machines, payment devices and scanners).
• The person will also help with troubleshooting problems (in person, by telephone, or via remote access) in a timely and accurate fashion
• and provide end-user assistance where required & directed.
• On the job training will be given & over a period of time we will help develop your IT know-how in a corporate environment.

The remit of the role includes the following under the supervision of Field Services Manager:

• Install, upgrade, support and troubleshoot Windows 10, 11, MacOSx, Microsoft Office and any other authorised desktop applications.
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment.
• Install, upgrade, support and troubleshoot Windows based laptop, desktop and Mac OSx
• Install, upgrade, support and troubleshoot for Self Service ticketing machines, Chip and Pin payment devices.
• Upgrade, support and troubleshoot issues related to phones and tablets both iOS and Android
• Upgrade, support and troubleshoot issues related Windows based tablets
• Customize desktop hardware to meet user specifications and site standards
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and
• restocks assigned parts inventory to insure proper spare parts levels
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised
• peripheral equipment
• Be aware of current Health and Safety requirements and co-operate with Facilities Management
• Performs remedial repairs on computers, laptops, printers and any other authorised peripheral equipment
• Develop trends by monitoring and analysing incoming calls, problems and support requests
• Co-ordinate and manage through to resolution all incidents involving internal/external third line support teams
• Maintain and enhance the Asset Register of IS hardware and software for customer
• Establish and maintain effective working relationships with the Hexaware IS department & supported customers
• To provide a key provision of liaison between relevant areas of the business and the IS department to ensure rapid response to all problems, ideas, issues and queries raised

Main responsibilities:

• (70%) To administer 2nd line support, in response to requests from the business.
• (10%) To ensure that, both through direct response and co-ordinating escalation of problems where appropriate, users
• can operate with maximum systems availability and understanding of the end user computing environment.
• (20%) Other tasks as appropriate.

Technical skills and competencies:

• Familiarity with Intel based computer hardware
• Hands-on experience with Windows/Mac OS environments
• Familiarity with iOS, Android and MDMs Intune and Knox
• Familiarity with layer 1, layer 2 and layer 3 networking devices
• Working knowledge of MS office products
• Hands-on experience with Active Directory and groups and policies
• Hand-on experience with Software deployment SCCM and Altris
• Ability to deal with customers at all levels through an approachable and customer focused awareness.
• An inquisitive and analytical mind who is service driven.
• A methodical and accurate worker, able to manage life cycle of incidents through to resolution.
• Evidence of competent writing skills and attention to detail.
• The ability to communicate clearly.
• The confidence, maturity, and stature to deal effectively with colleagues in all parts and levels of the
• business.

Role-specific knowledge and expertise

Essential

• PC build and repair
• Patch Management
• Mean time to repair - Onsite analysis, diagnosis and resolution of desktop problems for end users
• Collaborate with 3rd level support to prevent system downtime
• Network Changes & Management
• Software/hardware/network troubleshooting
• Assist with server and workstation patching to ensure the security of the infrastructure
• Assist in the maintenance, management and documentation of the network systems
• Ensure performance of team against SLA
• Ability to escalate problems effectively
• Anticipate and report potential issues and problems
• Implementation of improvements and suggestions
• Able to use own initiative to resolve problems while working under pressure
• Experience of providing support across multiple sites
• Flexibility to support under SLAs

Experience, qualifications, and other role-specific requirements

Essential

• Basic GCSE's / A Levels (As per country)
• Studied a computer related subject preferred
• Good A Levels/BTEC or above. (As per country)
• Microsoft Product Knowledge
• Flexibility to operate from different sites (not frequent)
• Knowledge of Field Services Environment