Onsite Desktop Support Engineer - Chelmsford

Overview

In this role you provide hands-on desktop and incident support in a busy user environment, resolving issues promptly to meet SLAs and contributing to project tasks. You work onsite in Chelmsford and collaborate with Level 3 teams to address major issues while delivering high-quality service. The role sits within the Technicians unit, focusing on hardware, software, and network-related problems to keep users productive. You’ll engage with cross-functional teams to drive timely resolutions and a seamless support experience.

Responsibilities

• Handle incident and service request tasks
• Act as 2nd line resolver for incidents to SLA
• Maintain incidence rate target (<2% per month)
• Complete assigned work within given timeframes
• Support internal/external Project Managers on project tasks
• Tackle Non-Standard Requests within agreed timescales
• Proactively coordinate with Level 3 teams for major issues
• Troubleshoot and resolve hardware, network, and printer issues
• Install and configure software and hardware

Key requirements

• Windows OS proficiency (Win10/Win11) with build/config/registry knowledge
• Office proficiency
• LTSC Channels and KIOSK: desirable
• Basic SCCM/Active Directory understanding
• IT service management software (ServiceNow) familiarity
• Networking knowledge (LAN/WAN/VLAN, DHCP, DNS/WINS, PXE, VPN)
• Experience with Exchange/Outlook and IM tools etiquette
• Peripherals handling (printers, displays, docking stations, etc.)
• Full UK Driving License
• SC Cleared or willing to obtain SC Clearance
• Excellent customer interface and service skills
• Flexibility with working hours
• Clear communication and coordination with teams
• Windows 10/11 administration
• Office suite familiarity
• SCCM/Active Directory basics

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