Job Description:
We are looking for a Stonehouse (Gloucester) based Deskside Support Engineer. In this role you will be working in partnership with a high-profile organisation that provides engineered systems and components for the automotive industry.
Main responsibilities:
- Provides on-site field support to customers including installation, and servicing and repairing systems and equipment. Verifies and approves operational quality of system equipment.
- Resolves customer issues in the areas of hardware installation, repair, upgrade and maintenance. Assists in investigating and resolving complex installations and maintenance matters of significance.
- Instructs customers in the operation and maintenance of systems/equipment.
- Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.
- Acts as a liaison with customers on administrative and technical matters for assigned projects.
- Performs analysis and prepares reports on system problem trends and issues.
Tasks will include, but are not limited to:
- Incident management & resolution.
- IMACDs – Installations, Moves, Additions, Changes and Deletions
- Provide onsite Hardware Break/Fix support (Dell) and manage OEM warranty provider
- Provide remote support to satellite sites.
- Acts as Smart hands and eyes.
- Provide mobile device support.
- Maintain and update existing network infrastructure.
- Peripheral support.
- Asset, Stock and Loaner equipment management.
- Coordinate all Multi-Function Device (MFD) and network printer installs.
- Instructs customers in the operation and maintenance of systems/equipment.
- Provide Project services as and when required
- Working directly alongside the client, managing own workload, whilst liaising with other teams or vendors to resolution
- Act as a central point of contact for the customer
- Create and maintain accurate documentation
- Performs analysis and prepares reports on system problem trends and issues.
- Participate in operational meetings as required
Essential Skills
- SLA and ticket priority
- Proven trouble shooting skills
- 4 + years previous experience in a similar role
- Support knowledge across Windows 10, O365, AD and SCCM
- Administering Windows Share\File permissions.
- Mobile connectivity (E.g., Android/iPhone)
- Good time management and organisational skills
- Able to follow detailed instructions
- Excellent communicator both face-to-face & over the phone
- Must be able to deal productively with workload with minimal supervision
Desirable
- ServiceNow
- ITIL Certification / Awareness
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Top Skills
What We Do
DXC Technology is a Fortune 500 global IT services leader. Our more than 130,000 people in 70-plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission critical IT services across the Enterprise Technology Stack to drive business impact. DXC is an employer of choice with strong values, and fosters a culture of inclusion, belonging and corporate citizenship. We are DXC.
