Desktop Support Engineer

This is an opportunity to join a dynamic and fast growing business as a front line engineer. You will use the latest support technology to provide outstanding service to its customer base of small businesses and discerning home users. You will take calls and handle a wide variety of desktop and network related issues. You will handle calls from beginning to end wherever possible.You will enjoy hands on learning, dealing with customers, and thrive on a high volume and fast changing workload.The role mainly consists of:Taking and recording calls into the officeProviding technical advice over the phone and on-site for desktop related issuesDealing with customer support requests plus system alarms/alerts according to priorityOnsite customer visits to resolve problemsYou will be responsible for:Constant customer dialogue and interaction on phoneContinue to move all outstanding issues/tasks along to completion in timely mannerMeet promises and commitments – or renegotiate if you have good reasonRepairing, tracking and returning faulty computer equipmentUnpacking, assembling and testing new systemsEnsuring that all equipment is cleaned before being returned to customerManaging electronic support tickets and logging of activities in the databaseProvide customers with realistic timescales for completion of workOrdering parts and equipment on behalf of customersInvestigate faults and provide a brief fault report to the customer before undertaking repairsProviding technical and system usage advice to customersPerform other general administrative tasksSeek help, advice and information freely and urgently when neededYou will be experienced in the following technical aspects:Working usage and technical knowledge of SME & home technologies, including:PC hardware faultfinding and repairGeneral PC and laptop troubleshootingHardware and software experience together with experience of peripherals and accessories. Particularly in relation to fault diagnosisUpgrading hardwareCloning drives, copying and backing-up dataInstallation, configuration and maintenance of Microsoft Windows XP, Vista, 7 and 8o Microsoft Office – all versionso Ethernet networking – maintenance and fault analysis/resolutiono 80.22b/g/n WEP/WPAo ADSL/Cable/PSTN/ISDNo TCP/IP / DNSo Routers / VPN / Firewallso Active Directoryo POP/SMTP mailo Apple Mac (desirable)Attributes:You will need to be:· A natural analytical and problem solving person and able to learn on the flyA confident communicator (including listening ability) and have a good telephone mannerSelf-motivatedKeen to help and assist othersWilling to learnAmbitious and hard workingWell presented, outgoing and friendlyEnthusiastic about technology and its useSomeone with both academic and work experience in a computing discipline, qualified to at least GCSE or NVQ level 2 (or equivalent). It would be a distinct advantage if you hold an A-level (or equivalent) in computing or higher and hold either a CompTIA or Microsoft Certified Professional qualification.Able to show evidence of self-development/self-learningKeen to better yourself through constant learning and questioningSomeone who has a sense of urgency – committed to delivering resultsHold a full, clean driving license.
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