Desktop Support Engineer

Desktop Support Engineer (Contract to Hire) :
Cambridge Location

Pracyva Limited is looking for a Desktop Support Engineer for its esteemed client. Job details:

Location:

Cambridge, UK. Job Type: Contract to Hire (Initial 6 months contract followed by permanent hire). Day Rate: up to £90-£100/day.

Role focuses on providing high quality desktop support to the executive group, managing service desk resources, and maintaining standards and operational excellence.

• Supervise desktop support resources maintaining all SLA
• Provide telephone, desktop, laptop, and remote support, including deployment and replacement of equipment for all Executive group members. Act as a technical resource to others to resolve problems, issues and errors.
• Prioritize support calls using enterprise ticketing system (Service Now) and manage/resolve tickets with frequent updates, as well as escalating aging tickets and trends as required.
• Run reports in Service Now.
• Anticipate customer needs and proactively identify solutions.
• Develop, design, implement and enforce desktop standards and procedures for service desk and remote site technical support.
• Coach and develop team members by communicating performance expectations, providing ongoing feedback, and ensuring training resources and plans are in place to address individual and department needs.
• Handle support for VIP users / executives.
• Maintain high customer/end‑user satisfaction.

• Install hardware and software configurations, troubleshoot and maintain computer systems, hardware and peripherals.
• Provide technical product training and basic user functionality training when required.
• Work with other team members and groups in supporting customers; main point of contact for the Executive group for all IT related queries and issues.
• Troubleshoot client issues on PC, MAC, and Mobile Devices as required.
• Advanced technical skills in supporting Mac, Linux and Windows operating systems.
• Provide level I and level II technical support to clients.
• Provide weekly ticket reviews to ensure that tickets are not open for unnecessarily long periods and that all issues have a clear path to resolution.
• Maintain a professional and cordial relationship with clients.
• Demonstrate expert knowledge of customer’s equipment, processes and culture.
• Maintain a knowledge database of technical issues affecting clients.
• Document, track and monitor support tickets to ensure accurate and timely resolution.
• Occasional off‑hours work may be required as needed.
• Expertise in remote tools (e.g., Bomgar).
• Expertise in Active Directory and Exchange console management.
• Strong customer handling skills and advanced communication skills in English.
• Excellent organizational skills.
• Advanced knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 365.
• Advanced technical skills and knowledge of Mac OS.
• Good technical skills and knowledge of Linux OS (Ubuntu and CentOS).
• Administration experience of MS Active Directory users & groups, policies and management concepts.
• Excellent skills in user IT infrastructure – desktops, laptops, printers, handhelds, smartphones, etc.
• Experience troubleshooting Outlook 2010/365 within a multi‑domain environment (permissions, calendar sharing and delegation).
• Advanced knowledge and minimum 4 years’ experience supporting at least two of the following operating systems and common tools:
  Windows 10, OS X, Linux (CentOS and/or Ubuntu).
• Basic understanding of core IT services (networking, DNS, DHCP, LDAP, Active Directory, print servers).
• Advanced troubleshooting and research skills.
• Advanced knowledge of PC, laptop and peripheral hardware.

• From a global support background.
• Motivated to complete tasks and projects.
• Excellent verbal and written communication and conversation skills.
• Good working knowledge of MS Office (including MS Project and Visio).
• Great customer handling skills.
• Ability to handle unforeseen situations.
• High level of acceptance.
• Can drive HCL’s value and its methodology.
• Strong written and verbal communication skills.
• Excellent communication skills with both users and next‑level IT support.
• Self‑motivated…