Support Engineer (Contract)

Our Global Enterprise client is hiring a Support Engineer with strong customer service and troubleshooting skills to resolve all technical issues for our client. The Desktop Support Engineer will be responsible for supporting all end users relating to hardware and software. Day to day responsibilities consist of: Installing, testing, maintaining, rebuilding, and troubleshooting end user devices and work settings and interrelated hardware and software. Escalating issues accordingly and maintaining communication with customers and wider technical teams.

Start Date: ASAP
Duration: 150 days (initially)
Rate: £125 per day (please note, Employer NI is paid for by the client)
IR35 Status: Inside
Location: Isleworth

Responsibilities:

• Managing Incident and Task queues (Servicenow) troubleshooting and managing relatively simple hardware and work setting issues ensuring incident and task records are updated along with communicating the end user.
• Imaging and Deploying Desktops and Laptops for end users.
• Installing Software requests
• Supporting Accessibility users and setting up specific requirements
• Ensure users Work Setting are fully functional with proactive checks and or resolving issue via Incident records.
• Maintaining accurate Stockrooms within Servicenow and regularly auditing to ensure rotation and accuracy of stock.
• Ensure forecast of Stock usage is available and requesting stock replenishment if required.
• Process and Repair Warranty hardware (Dell/ HP) along with Dell self-dispatch
• Provision of New Starter hardware in line with New Starters due date
• Provision of Loan Laptops on request and ensuring returned Laptops are processed back into stock.
• Processing Leaver devices ensuring asset records are updated and returned devices Quality checked and rebuilt or disposed of accordingly.
• Undertaking Antivirus scanning and removing any items raised by security.
• Recognizing and escalating more difficult problems to appropriate support groups
• Creating and maintaining Operational documentation (run book) if required.
• Actively participating as a strategic member of the technology team, including participating in team meetings, and providing technical support for our managed service clients.
• Providing VIP support

Skills:

• Experience in Servicenow ITSM for Incident/Request and Asset Management
• 2+ years of experience in Microsoft Windows desktop level 1 support
• 2+ years of providing support as a Desktop Support / Technical Remote Support, providing End User Support and Customer Service
• Experience of working in a medium / large corporate environment

The following are preferred:

• Detail oriented and strong problem-solving capabilities with the ability to work on multiple, concurrent tasks and adapt to shifting priorities.
• Take initiative, and response to time-sensitive situations are essential, along with discretion and good sense in dealing with clients

Soft Skills:

• Must be able to be both a team player and be able to provide exemplary results while working on projects independently.
• Exceptional customer service and phone etiquette skills, excellent verbal and written communication skills and good experience with MS Teams.

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Job Reference: RL7400