EUC Service Desk Engineer

EUC Service Desk Engineer

POSITION DETAILS:

Position Title:

EUC Service Desk Engineer

Reports to (POSITION):

EUC Hardware Team Lead

Location:

Leatherhead

Job Type:

Permanent

Working Pattern:

Office Based

BYTES:

Bytes Technology Group is a leading provider of world-class IT solutions, represented by Bytes Software Services and Phoenix Software. Established in 1982, Bytes has grown rapidly and now employs over 700 people across 5 locations in the UK and Ireland. We work with SMEs and corporate sector organisations to modernise and digitally transform their IT infrastructures.

We invest in our employees through ongoing support, training, and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally, as evidenced by our long-standing employees who have developed existing and new skills to move into senior positions, leaving space for new team members to begin their journey.

PURPOSE OF JOB:

As a Technical Hardware Engineer, you will provide high-quality support and be a point of escalation for the Bytes Software Services functions and its staff. You will deliver essential business support for all users, both on-site and at remote locations, with minimal disruption to their working environment, while improving users' IT experience and Bytes Software Services Systems. Additionally, you will support and coach newer team members, contributing to the overall success of the team and service delivery.

KEY RESPONSIBILITIES:

• Be a friendly and supportive point of contact for all Bytes colleagues seeking support.

• Deployment of IT equipment such as laptops, operating systems, software, and mobiles (not and exhaustive list and project dependant)

• Log and triage all incident tickets, capturing detailed information to support investigations.

• Communicating and co-ordinating with Bytes staff for the handover or IT equipment

• Communicating and co-ordinating with Bytes staff when deploying new software or operating systems

• Support, maintenance of Bytes AV Equipment at all Bytes offices / event technical support – Reading, London, Manchester & event locations.

• Visit each Bytes office on a regular basis and ensure users issues are resolved, office based IT equipment is working well and IT supplies are well stocked.

• Provide consistently professional and high-quality interface between Systems Support and its customers.

• Use the online service desk to handle support calls.

• Liaising with external resources (suppliers / manufacturers / support providers)

• Point of escalation for other teams within Systems Support.

• Present IT Inductions for the company.

• Support wider IT teams in the delivery of projects where applicable.

• Use SCCM, Azure, Cloud Services, VMWare applications.

• Provide a professional and high-quality interface between systems support and its customers, ensuring customers feel assured they will be helped.

• Be a strong and demonstrable supportive team player.

• Provide support on projects and changes across the wider IT team.

• Have a good understanding of hardware builds.

• Maintain and create support information documentation and reference guides for both end users and within the team.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Qualifications

• Operating Systems – Windows 11, Windows 2019/22
• Client Applications – Microsoft Office, Microsoft Teams
• Hardware – First Level PC maintenance (replacing memory, hard disks, graphics cards)

• Certifications such as CompTIA A+, Network+, or ITIL.
• Experience with service desk software and remote support tools.
• Knowledge of cloud services and virtualisation technologies.

ESSENTIAL

ESSENTIAL

ESSENTIAL

DESIRABLE

DESIRABLE

ESSENTIAL

Additional Qualifications, Skills and Knowledge

• Proven experience in a technical support or service desk role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with network troubleshooting and basic network concepts.
• Experience with specific software such as Microsoft Office Suite, Active Directory, and remote support tools.
• Excellent problem-solving and communication skills.
• Positive attitude towards problem-solving and learning new technologies.
• Adaptable and flexible in an ever-evolving environment.
• Customer-focused and driven to resolve incidents and requests accurately and promptly.
• Ability to work independently and as part of a team.

DESIRABLE

ESSENTIAL

DESIRABLE

DESIRABLE

DESIRABLE

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

Qualities

• Articulate, literate, presentable, customer facing & technically astute.
• Self-motivated enthusiastic and willing to learn.
• Punctuality & good time keeping are essential.
• Team Player
• Commercial Awareness

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

Working Hours:

The EUC support team covers business hours from 08:00am to 18:00 - Monday to Friday.*

*Overtime may be required