Support Engineer

As an Onsite Support Engineer, you will provide hands-on and remote IT support across multiple customer campus and remote locations, ensuring high-quality service delivery and resolution of technical issues within agreed SLA targets.

Key Responsibilities

• Provide efficient and timely second-level BAU support to end users.
• Meet operational Service Level Agreements.
• Liaise with Service Management and other IT teams to ensure business continuity, providing smart hands when necessary.
• Perform duties assigned by the Desktop Operations Manager to ensure smooth business operations.
• Solve problems related to On Site Services responsibilities.
• Comply with security measures implemented on the customer site, account, and within Atos.
• Monitor ServiceNow queues for incidents, requests, changes, and problems, ensuring tickets are fully updated in compliance with handling standards.
• Maintain a positive and professional attitude as part of the Digital Workplace teams.
• Maintain competency and support professional growth through continuous learning and education.
• Attend technical meetings when required.
• Assess and implement installations, moves, additions, changes, and decommissions or disposals (IMAC/D).
• Support projects when required and report time spent against WBS codes.
• Resolve problems professionally and support, repair, or replace hardware as needed, including asset management of business IT equipment.

Skills and Experience

• Experience working in a team-oriented, collaborative, and customer-facing environment.
• Excellent customer service, written, and oral communication skills.
• Ability to manage and execute multiple high-priority tasks in a fast-paced, highly technical IT environment.
• Ability to maintain user self-help, technical, and procedural documentation.
• Knowledge of ServiceNow and operating systems including Windows 10 and 11.
• Knowledge of end-user hardware such as laptops, desktops, and mobile phones.
• General understanding of Windows Server architecture and roles is desirable.
• Understanding of networking principles and terminology.
• Experience with Microsoft Active Directory domains.
• Knowledge of Microsoft Exchange, Office, Office 365, Teams, SCCM, Intune, and other common tools.
• Knowledge of wireless networking components and terminology, Microsoft Deployment Toolkit, automated deployments, and PXE.
• Knowledge of PowerShell and understanding of ITIL processes.

Additional Information

The role is onsite at Watford. Applicants must be eligible for BPSS security clearance.

Benefits include pension contributions matched up to 10%, private medical cover, income protection, life assurance, 25 days' paid leave plus national holidays, and a flexible benefits programme.