Job Title: Deskside Engineer

Reports To: Service Delivery Manager

Department: Campus

Hours of Work: 37.5 hours or as per Ts and Cs or as per Contract Service

Objectives:

Provide hardware and software support, both remotely and deskside on IT products within the required Service Level Agreement (SLA). To meet our customer needs a diverse working environment, the role calls for a degree of flexibility and an expectation that the core working hours are spent on customer sites.

Key Responsibilities:

• To replace desktops, laptops, monitors and phones when applicable, enabling a quick resolution with minimum inconvenience to the end user
• Perform Break fix on all desktop equipment
• To perform IMAC activities
• To perform daily backup checks as required
• Complete all allocated calls and maintain regular contact with Workflow Managers
• To diagnose problems accurately using all the available resources and technical knowledge
• To provide timely, quality solution keeping the customer updated and escalating if required
• Refer to relevant procedures to perform role
• Ensure administration is satisfactory and up to date
• Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
• Carry out any ‘ad hoc’ tickets/non ticketed/project work as and when required.
• To be compliant with health and safety company policy and legislation at all times.

Knowledge, Skills, Experience:

Knowledge / Skills:

• PC literate
• Customer liaison skills
• Interpretation of data & actions
• Decision making.
• Windows OS literate
• Basic knowledge of Server OS and navigation if needed as eyes and ears for smart hands calls
• Experience with Active Directory (not essential)
• Basic hardware knowledge, Laptop Keyboards, Memory, Hard drives
• Experience with network fault troubleshooting (not essential)
• Experience with Network builds (not essential)
• Experience with network printer installs and configuration (not essential)
• Experience with Microsoft applications
• Experience with VPN and remote work on machines
• Good troubleshooting skills

Experience:

• IT engineering experience – ideally 2 years
• A good understanding of analytical troubleshooting
• A good understanding of networks and windows Operating systems
• Must be able to diagnose and repair desktops and laptops
• Desktop and laptop accreditation desirable
• Knowledge of specific customer software desirable
• Full UK Driving Licence

Behaviours:

• Team player
• Co-operative/flexible
• Pays Attention to detail
• Can work under pressure
• Tact & diplomacy
• Good timekeeping
• Good Communication skills
• Customer Care Skills
• Adhere to health & safety procedures

Key Competencies:

• Team player
• A smart and tidy appearance at all times
• Proactive
• Technically competent
• Co-operative/flexible
• Attention to detail
• Can work under pressure
• Tact & diplomacy
• Good timekeeping
• Good Communication skills
• Strong Customer Care Skills
• Adhere to Health & Safety procedures
• Working Location/Environment

If you are available and interested in this opportunity, please apply for further information. Please note due to high volumes of applications we are unable to contact every application.

If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values ‘Honesty, Integrity and Pragmatism’. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics.

If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.