An exciting opportunity has arisen to join a world leading global organisation. Our client, a blue-chip IT company, is currently seeking a Deskside Support Engineer II based on their customer site in Edinburgh. This is a full-time, permanent role to start ASAP. The role is paying up to £26,680 per annum depending on experience. Working between 08:00 – 17:30 Monday – Thursday and 08:00 – 16:00 Fridays

Due to the nature of our client's work the successful candidate must either hold or be able to obtain SC Security Clearance. For this reason, we are only able to progress applications from British nationals

Role Overview

To provide the client onsite day to day ICT support based at their Edinburgh site office. The role will require a flexible individual with competency across hardware and software support on desktops, laptops, thin client, network devices and general peripherals

Job Description

Onsite day to day ICT support in a busy site office. The level of support to be provided will need proven experience of at least 2 years in a similar enviroment.

Provide second line support to the local user community in use of their thick and thin client environments whilst resolving and escalating tickets within timescales set out by the Service Level Agreement.

Provide occasion remote technical support, for those working from home, using remote control services.

Primary role requirements:

Responsible for maintaining and promoting highest level of service to the client
Adhering to technical standards, service delivery processes and ensuring service delivery is both cost effective and efficient
Responsible for Incident ticket handling, escalation, and problem diagnosis
Desktop / Laptop / VDI – build, configuration and deployment to end users
Assist with software installation / deployment
Assist with Smarthphone deployments
Cover on TechBar

Secondary role requirements:

Assisting the 3rd Line support teams with laptop, desktop and VDI terminals support tickets
Hardware installation / upgrade / break fix for desktop, laptop, and server
Smarthpone support
Assisting with customer projects
Create and update procedural documentation
Basic telephony support and cable patching
Provide second line operational support across a variety of platforms.
Initial investigation and reporting of network failures.

Essential Skills/Qualifications

Technical Skills:

Microsoft Windows 10 Operating Systems – Deployment, configuration, and support
Microsoft Office 2010 onwards
Working knowledge of Active Directory – Users and Computers
Understanding of DNS, DHCP
Working knowledge of Cisco AnyConnect VPN
RSA Secure Login administration
Proven and demonstrable software and hardware troubleshooting skills
Knowledge of Microsoft SCCM and OS / Application deployment

Interpersonal skills:

Good verbal communication: ability to communicate to all levels
Good written communication: concise and accurate call logging, documentation, and email correspondence
Good time management / organisation skills
Work well as part of a team or independently

Personal skills:

Presentable
Self-motivated
Embrace change
Rise to challenges
Approachable

Desirable Skills/Qualifications

ITIL Version 3/4 Foundation
CompTia A+ Certification
Microsoft Windows 7/10 training and certification
Active Directory management
Understanding of ServiceNOW
Understanding of SCCM
Understanding of Android OS and Samsung Smartphones
Understanding of BlackBerry UEM mobile device management or similar
Understanding of McAfee EPO