Deskside Support Engineer II

Full Time Tyne & Wear IT Job Pro UK

An exciting opportunity has arisen to join a world leading global organisation. Our client, a blue-chip IT company, is currently seeking a Desktop Support Engineer II based on their customer site in Newcastle. This is a full-time, permanent role to start ASAP Monday to Friday, 9am – 5pm, 37.5 hours per week. The role is paying up to £25,500 per annum depending on experience

Must have experience in providing support in a EUC environment and be able to discharge their tasks in a remote fashion if required, (for example during lockdown), but, be available to attend site as needed.

Site Base: Newcastle Innovation Centre (NIC), split role partially supporting NIC and partially supporting the Company Global Product Supply Manufacturing sites.

The work environment consists two key areas:
Onsite at NIC: Primarily of windows devices in scientific labs as well as some office spaces.
Remote: Supporting the Product Supply Manufacturing sites.
The customer base consists primarily of the R&D & Product Supply scientific & QA community, however, you would be expected to interact with people at all levels including senior management at site or service management across both company and the Client.
The work environment is often FDA regulated, as such, stringent 'Computer Systems Validation' processes need to be followed to document installs and changes to comply with these regulations. Accuracy in documentation is mandatory.
The service is bespoke/concierge, the aim is to take the Client experience to the next level.Supporting all in-scope elements of the service, including PC installs & support to basic (L0/1) level for selected applications, support of aligned sub-services, 'best effort' support for scientific instruments, software and connectivity. In general, going the extra mile for the Client.

Strong knowledge of Microsoft Operating Systems, including WIN10, 7 & XP, security patching & PC software installation methodologies. Support scope covers Networked and non-networked devices.

Strong diagnostic skills in logical and physical components of PCs and connected devices.

Basic knowledge of Networks & Active Directory (AD) would be expected.

Managing Requests & Incidents to agreed SLAs as a minimum. The Client's tool of record is currently Service Now (SNow), training will be provided in the tool.

Providing Hands & Eyes support for Servers & Hosting services to visiting engineers.

Asset Management:

Accurate & timely creation & maintenance of PC records in the CMDB, including physical tagging, to the Client's requirements.
Secure storage & management of PCs including component & peripheral spares.
Managing decommissioning and uplift of end of life equipment.Able to work in a friendly supportive global team environment, the person must demonstrate good general and personal organization skills. The person also demonstrates a strong sense of team play, managing multiple work-streams independently, and generally supporting the requirements & demands of the service.

You will interact with the Client at all levels, so, Soft Skills are as Key as Technical skills.

You will be presentable, tidy, attired in smart/casual, (no tea-shirts or clothing with offensive, overtly commercial, or other debatable slogans).
This is a site-based role with the expectation that you are onsite everyday Mon-Fri during core hours. There may on rare occasions be a need to work outside of normal hours.
Travel to another site or overnight stays would be very rare, but, if the need arises, you would be expected to support this. Any travel expenses would be paid for by the company, as per the company's travel policy.
The Customer Base is Global and therefore multi-cultural, you should be comfortable in dealing with people from all race & cultures, however, the aligned business language, is 'English'.
To perform this role, you must have experience in a customer facing environment, are at ease dealing with customers at all levels in the organization, presenting a positive, professional pragmatic "can-do/will-do" approach to the work.
Good concise & confident communication skills are necessary in all its guises, so, verbal, written and direct contact.
Many of the PC installs will be subject to FDA regulation, so, the ability to follow process instructions and complete step by step validation documentation accurately will be a key skill. Training will be provided for these processes.
Able to interact with the Client's software and hardware vendors to promote an E2E support structure … All working together to understand the root of an issue.Mature, organised, and calm, able to execute & prioritise parallel work work-streams and comfortable with assessing and reporting challenges ahead of impact

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