Desktop Support Engineer

We are currently looking for a Desktop Engineer to support one of our clients based on-site in Edinburgh. This role will require you to represent the Deskside team in customer meetings and deputise in the Team/Function Lead absence.

Day-to-day activities will include resolving a wide variety of desktop software and hardware incidents and service requests, whilst minimising disruption and providing first-class customer service. The site benefits from easy access to travel links, free on-site parking and employee rates at the on-site restaurant.

This is a full-time, position working a 37.5-hour week between 07:30 16:00, Monday Thursday and 07:30 13:00 on Fridays. The ideal candidate will need to have a flexible approach as overtime and on-call duties may be required.

Due to the nature of our client's work the successful candidate will need to currently hold or be eligible to obtain SC Security Clearance.

Primary role requirements:

• Responsible for maintaining and promoting highest level of service to the client.


• Adhering to technical standards, service delivery processes and ensuring service delivery is both cost effective and efficient


• Provide advanced 2nd Line support from ticket escalation via the Tech Bar


• Responsible for 2nd Line incident ticket handling, escalation and problem diagnosis


• Act as the Point of Contact for VIP Escalations to provide fast and efficient resolutions


• Desktop / Laptop / VDI build, configuration and deployment to end users.


• Assist with complex software installation / deployment


• Work within challenging SLAs and follow escalation paths to the leadership team and product specialists and 3rd parties promptly when required


Secondary role requirements:

• Guide and advise the 1st Line Support Team and apprentices for first time fix rates and enhance service


• Assisting the 3rd Line support teams with laptop, desktop and VDI terminals support tickets


• Smartphone support (BlackBerry MDM)


• Assisting with customer projects on ad-hoc basis


• Create and update procedural documentation


• Basic telephony exchange support and local network cable patching


• Provide second line operational support across a variety of platforms.


• Initial investigation and reporting of network failures.


• Take ownership in ensuring that reports are run and uploaded accordingly.
  
  Knowledge of Microsoft Windows 10 Operating Systems as well as legacy OS i.e. Win7, XP Deployment, configuration, and support


• Knowledge of Microsoft Office 2010 onwards


• Working knowledge of Active Directory Administration Centre


• Basic understanding DNS, DHCP


• Working knowledge of Cisco AnyConnect VPN and RSA Secure Login


• Proven and demonstrable software and hardware troubleshooting skills


• Knowledge of Microsoft SCCM and OS / Application deployment


• Good written communication: concise and accurate call logging, documentation and email correspondence


• Able to work well as part of a team or independently.


Desirable skills / qualifications:

• ITIL Version 4 Foundation


• CompTIA A+ Certification


• Microsoft Windows 10 training and certification
  
  At DXC Technology, were people first. Why? Because its people that get the job done.


We have a flexible, autonomous, and open work culture. Its successful because we have character: were proactive, collaborative, and ambitious; we find solutions, set standards, and make things happen. Were focused on the future, so we keep our employees at the cutting-edge of their fields with personalized training programs. At DXC, youll find opportunities that match your efforts, and a team of good people to inspire you and recognize the important work you do.


• Here at DXC we support with care and compassion, and we are constantly evolving our initiatives around equality, diversity, and inclusion to ensure that everyone feels equally involved and supported in the workplace no matter of who they are or what they do.


• We are proud of the culture we are creating to ensure that our commitment is ongoing and have a diverse mix of employees working within an inclusive environment and culture to create a high performing workforce led by talented leaders.


• We aspire to be recognised for our innovative and modern thinking approach.


Employee Benefits

• As part of our competitive remuneration package, flexible benefits are available. There is an option to flex up and down on specific benefits, for example buy or sell annual leave, Private Medical Benefit, Dental and Travel Insurance.


• You will also have access to Perks at Work, a discount store to purchase gift cards at reduced rates and get discounts on holidays, restaurants, activities, groceries and more.