Deskside Support Engineer - 1 year Fixed-term contract

Who We Are:
Make your application after reading the following skill and qualification requirements for this position.
CDS, a Hewlett Packard Enterprise company (CDS)
is a wholly owned subsidiary of
Hewlett Packard Enterprise (HPE) , providing field service capabilities to Hewlett Packard Enterprise customers as well delivering the difference in business oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration.
CDS
is present in 11 European countries with more than 1,800 employees, and embraces all of Hewlett Packard Enterprise’s values and commitments to employees and customers alike.
Role Overview:
The role will support the existing team on the site at Kilmalid, Dumbarton, Scotland.
The role will include, but not limited to:
Working in the front line, helping users to resolve complex technical IT issues.
Possessing excellent client facing skills, natural problem-solving and analytical skills and contributing to the development of best practice, procedures and policies within the company.
Providing daily contributions to the Knowledge Base.
Actively supporting and training users in ways of working (best practice).
Required skills and attributes:
Principal responsibilities of the Deskside Support Engineer (DSE3) are:
Operations
Acting as a key point of contact for all IT and technical queries.
Install and maintain IT equipment (hardware, printers, mobile devices ...) and software to users.
Diagnose and resolve hardware (hardware, printers, mobile devices ...), software issues.
Provide local support for users, VIPs.
Backup media management.
Manage meeting rooms and videoconferencing.
Assistance for operations in server/rooms where physical intervention is required.
User Management
Manage users’ access rights.
Manage the Joiners/Leavers/Movers process (rights and materials).
Incident Management
Receive customer contacts and resolve incidents or provide information professionally.
Create, edit, assign and close related tickets.
Change Management
Provide input to CM process when appropriate based on actions dictated by resolving a customer contact.
Knowledge Management
Document common solutions to common problems and communicate them to the Level 1 support.
Document user guides and procedures.
Software Support
Involved in the rollout of software updates and patches.
Asset Management
Plan and deliver hardware (computers and mobile devices) inventory during daily operations.
Plan and deliver software licenses and provide valid licenses to end users.
Continuity Management
Plan and manage the actions to be taken to ensure that IT services can recover and continue should a serious incident occur. The technical agent will help execute this process.
Project Management
Manage projects on technical topics mainly around customers’ devices or new technologies.
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