Telefonica Tech

Cloud, cybersecurity and digital solutions

Deskside Support Engineer

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeCambridge, UKNo salary listed

About the Job

Requirements

Knowledge and experience with Windows operating systems.
Experience with end-user computing tools, remote support tools, Microsoft Office, and Outlook.
Experience supporting peripheral devices such as printers and scanners.
Awareness and understanding of Microsoft Active Directory and Group Policy.
Awareness of ITIL incident, change, problem, and service request processes and related activities.
Must have the right to live and work in the UK.
A driving licence and access to a vehicle are advantageous due to the customer-site location.

Responsibilities

Provide deskside technical support and advisory services for end-user computing devices, including resolving or enabling the resolution of incidents, problems, and requests, and deploying new hardware and associated software.
Act as second-line support for end-user computing technical incidents through to deskside resolution.
Create knowledgebase articles for repeated incidents to help Service Desk Analysts increase first-time fix rates.
Proactively provide solutions to common incidents to reduce call volumes.
Resolve requests, incidents, problems, and major incidents assigned to the end-user computing team within service level agreements.
Log and follow up on issues raised with third-party support teams where appropriate.
Support, manage, optimise, and maintain the configuration and installation of desktops, laptops, and hardware replacements.
Comply with desktop good working practices and defined quality management processes.
Participate in a shift rota supporting 24/7 coverage (four days on, four days off).

Desired Qualifications

Certification in Microsoft technologies.
Experience with service management and ServiceNow.
Knowledge of Active Directory.
Experience supporting Lenovo, HP, and Mac devices and tablets.
Knowledge of storage area network technologies and converged infrastructure.

Job Description

Main purpose of the job: To provide deskside technical support and advisory service of End User Compute (EUC) devices, including resolving and enabling the resolution of incidents, problems, requests, and deploying new hardware and associated software.

Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:

Act as 2nd Line support for all EUC technical incidents through to resolution at deskside.
Create knowledgebase articles where repeated incidents are logged to assist Service Desk
Analysts to increase 1st time Fix
Proactive in providing solutions to common incidents to reduce call volumes
Resolve requests, incidents, problems and major incidents assigned to the EUC team within service level agreements
To log and follow up issues that have been raised with 3rd party support teams where appropriate
Support, manage, optimise and maintain the configuration and installation of Desktops, Laptops and hardware replacements
Comply with Desktop Good Working Best Practices & defined Quality management processes
Participating in a shift rota, supporting 24/7

Qualifications

Skills and Experience

Knowledge and experience on windows operating systems
Experience on EUC tools, remote support tools, Microsoft Office and Outlook
Experience on peripheral devices support (printers, scanners etc)
Awareness & understanding of Microsoft Active Directory (AD) & Group Policy
Awareness of ITIL process of Incident, Change, Problem, Service Request and related activities

Desirable skills

Certification in Microsoft Technologies
Experience with Service management, ServiceNow
Knowledgeable in AD
Experience supporting Lenovo, HP and Mac devices and tablets
Driving licence & access to a vehicle SAN technologies, Converged Infrastructure etc.

Additional Information

Must have right to live and work in the UK
Due to the location of the customer site it would be advantageous to have your own vehicle.
This role does have a shift rota, supporting 24/7 (4 on 4 off)

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.

Be yourself with us, and feel that you belong.

We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation.

We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.

About the Company

Telefonica Tech

Cloud, cybersecurity and digital solutions

Telefonica Tech is Telefonica's digital transformation company, helping organizations modernize technology and manage connected operations. Its capabilities span cybersecurity, cloud services, Internet of Things, big data and artificial intelligence, with specialists integrating platforms and services for business and public-sector customers. The company combines consulting, engineering, managed services and technology partnerships across international markets. Telefonica Tech is distinct from the parent telecom operator's consumer connectivity business, although it draws on the wider group's scale and infrastructure.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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