Deskside Support Engineer

Colliers is a leading commercial real estate services company, providing a full range of services to real estate occupiers, developers, and investors on a local, national, and international basis. Services include brokerage sales and leasing (landlord and tenant representation), real estate management, valuation, consulting, project management, project marketing and research. We provide our services across the core sectors (office, industrial, retail and hotel) as well as many specialised property types.The UK business is headquartered in London, with over 1200 specialists throughout 16 offices across the UK and Ireland.Job DescriptionThis is a key role within the IT Support function that will provide a professional on-site Second Line Deskside IT support service for the UK and Ireland offices.Responsibilities will include support of Microsoft desktop technologies, basic hardware troubleshooting, meeting room and computer room management, network patching and application support for core applications. To action incidents and requests escalated from first line support, in support of Colliers business requirements and to agreed support hours Monday to Friday.This should be in line with internal incident, change, configuration, and project management processes to agreed Service Level Targets. The role is based in the Manchester office and provides onsite support to all UK and Ireland offices. Travel to other Colliers offices as necessary in line with business requirements including bi-weekly visits to the Leeds office. All activity is logged and managed through the Service Management platform ServiceNow.Job DescriptionProvide support for all incidents and service requests for all IT systems/servicesProviding support in person, over the phone and using MS TeamsEnsure that incidents and requests are resolved in a timely manner in line with Service Level Agreements (SLA)Escalate issues to 3rd line support as required, either to EMEA 3rd line or external service providers ensuring they are driven to meet service level targets and communicate the status via regular updates to the incident ticket and where necessary to Incident ManagementEnd to end ownership of all IT incidents and requests with responsibility for all communication and the technical resolutionFollow the escalation process to ensure a consistent and professional IT support service is offeredManage all user administration tasks such as joiners, leavers and changesAttend and Deliver Tech Expert events as and when requestedProvide proactive onsite training i.e. technology events, tips of the week etc.Provide support for client meetings and AV setupGeneral Operations ManagementSupport of Desktop PC’s, Laptops and local hardware devicesManagement/Support of remote workingiPhone, iPad, Windows and Android Phone supportManage onsite Server Room in line with IT Processes and tickets from EMEA Infrastructure teamHardware ProcurementChange and Configuration ManagementFollow the change management process to ensure changes to the Desktop infrastructure follows the agreed process and do not cause unplanned outages.Work on assigned tasks associated with the Change processTo manage and maintain the accuracy of the Desktop infrastructure components held in the Configuration Management Database by following the agreed configuration management process.Project ManagementInvolved in project management process from inception through to transition to "business as usual" as the point of contact for Service Delivery team, as directed by line managerParticipate as a project resource as and when required to provide Desktop support and where required deliver the solution within agreed timescalesEnsure participation in project activity is approved.QualificationsQualifications and experienceServiceNOWMicrosoft Office 365Microsoft TeamsMicrosoft Teams TelephonyMicrosoft Windows 8/Windows 10/Windows 11Microsoft Active Directory administrationExchange administrationKnowledge of ADSL and Wi-Fi technologiesKnowledge of Apple and Android Mobile devicesKnowledge of networking conceptsKnowledge of all core applications including but not limited to:CitrixPrintingEmail archiving solutionsSCCMKnowledge of remote working solutions such as Broadband, 3G\4G and VPN's (virtual private network)Knowledge of building PC's and troubleshooting support issuesSoft Skills:Analytical problem-solving skills to follow an incident or problem through to resolutionExperience of working in an ITIL environment preferred but not essentialUse initiative with a positive and can-do attitudeIdentify business impacting incidents and escalate according via the escalation processAbility to communicate effectively with a confident telephone mannerExcellent attention to detail and in all written communicationTactful and diplomatic when dealing with pressurised situationsAble to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlinesAbility to work effectively alone and within your team/group or project, under the appropriate supervisionMaintain good working relationships with all members of ITFlexible approach to role including travel where requiredHighly motivated, willing to continually update knowledge and skill setAbility to liaise and communicate with all levels within IT and across the business
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