Purpose
Working in the IT Infrastructure team, the Deskside Support Engineer is responsible for providing efficient and effective first and second line technical support to end-users across multiple office locations.
The role involves installation of hardware and software, troubleshooting software and hardware issues, assisting with IT related queries and completing IT administration tasks.
The team member will primarily work from their main office location but will be required to visit other offices if the need arises.
Responsibilities
- To provide first and second line support of the IT infrastructure as a priority, efficiently balancing requests via helpdesk tickets, phone calls and walk-ups through
- Service or change requests
- Incident resolution
- Delivery of scheduled daily, weekly and monthly tasks
- Installing and configuring new hardware and software, ensuring infrastructure standards are maintained.
- Troubleshooting and fault reporting of end-user devices
- Reporting progress to the IT Infrastructure Operations Manager, immediately escalating outages, major delays and other serious issues
- Completing IT administration tasks to the defined standard including but not limited to user account creation, group amendment, leavers process, resource allocation.
- Assisting and applying operating system updates and patches
- Maintaining and updating the Infrastructure team’s documentation library
- Assist with ensuring that IT security policy and procedures are enforced and staff are aware of their contribution.
- Providing out of hours support cover for application deployments and upgrades, on a rota where required
- Act as an on-site point of contact for third line support teams to assist with the resolution of incidents. This may include performing certain activities at the direction of third line support teams such as patching, power cycles, replacing drives or any such activity which requires on-site presence
- Travel to various office locations on an ad-hoc basis to provide on-site end-user support.
- Work closely with colleagues to maintain a high-performing team
- Assist in distributing knowledge amongst members of the Infrastructure team to aid personal development and the improvement of the IT Infrastructure
- Maintain a technical advantage through continual training and personal development
- Understand the business strategy and contribute to the overall goals of the business through infrastructure development, improvement and support