Job Title: Desktop Support Engineer
Reporting To: Infrastructure Manager
Location: Horsham Office Based
Hours of Work Monday to Friday 9.00am to 5.30pm with 1 hour for lunch
Overall Purpose of the Job:
This position is responsible for the support of the Companys wider group users, computers and related systems.
Key Activities & Responsibilities:
− Receive and respond to incoming calls, e-mails and service desk tickets regarding issues that arise, prioritising as necessary, resolving them within agreed timescales and escalating to other members of Infrastructure, as appropriate.
− Perform daily routine maintenance checks on key systems.
− Accurately document instances of hardware failure, repair, installation, and removal.
− Oversee installation, configuration, maintenance, and troubleshooting of end user hardware, software, and peripheral devices, including telecoms.
− Account Management
- Create, issue and manage/maintain corporate accounts for joiners/leavers, following a fully auditable procedure.
− Liaise with and provide education to staff on computer operation, new user training, Infrastructure Policies & Application use within the business and other relevant issues.
− Help and support the IT team in deploying and rolling out internal software applications.
− Maintain stock levels for consumables and hardware.
− Ensure that client-side Endpoint protection and systems updates are active and applied to all workstations at all times.
− Maintain an inventory of all IT Assets as directed by the Infrastructure Manager.
− Monitor and test PC performance and provide statistics and reports to the Infrastructure Manager, as required.
− Ensure that the company complies with regulatory standards and best practices. Also help oversee IT related verifications, audits and due diligence.
− Evaluate, develop and implement policies and procedures related to computer systems operation and development.
− Manage and update Windows OS images and document up-to-date build information.
− Travel to other sites occasionally to coordinate efforts and instruct users.
− Demonstrable technical knowledge of current network protocols, modern client operating systems (Windows 10), and best practice IT standards.
− Good understanding of networking principles, including TCP/IP coupled with an understanding of Active Directory, machine builds via Imaging.
− Ability to troubleshoot user problems in a timely and accurate fashion, and provide end user training and assistance where required.
− Excellent interpersonal, time management and communication skills- both written and oral.
− Customer focussed and can present ideas and concepts in user-friendly language.
− College Diploma / GCSE / A-Level in the field of computer science or information systems or a related discipline preferred.
− At least 1 years in a previous technical helpdesk or desktop support role, troubleshooting and diagnosing faults in hardware such as desktop PCs, laptops, printers, telephones and mobile devices.
The ideal candidate is energetic, motivated with a 'can do' attitude, possesses good analytical and problem-solving abilities, and is keen to take on a role in a department with development and advancement opportunities. Due to the unpredictable nature of the IT industry, it is also important for this person to be willing to expand their IT knowledge, and to upgrade their skills set as and when required. The role will involve working in a small team in an environment of open information-sharing to assure cross-training and cover within the department.
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