Desktop Support Engineer

Global Excel Limited is looking for a full-time IT Support/ Desktop Support professional to join our team. This person will be responsible for assisting customers with their daily computer needs and will also be responsible for providing support to other employees. This position is located in Glasgow., * Provide first and second-level support for desktop, laptop, and mobile devices.

• Install, configure, and maintain operating systems, software applications, and hardware.
• Respond to support tickets, emails, and calls in a timely and professional manner.
• Troubleshoot network connectivity issues (LAN/Wi-Fi/VPN).
• Set up and maintain user accounts, permissions, and profiles in Active Directory.
• Assist with onboarding/offboarding of employees, including device setup and recovery.
• Maintain inventory of IT assets and ensure proper documentation.
• Collaborate with other IT team members to resolve complex issues.
• Escalate unresolved issues to appropriate teams or vendors.
• Ensure compliance with IT policies and security standards.
• Provide desktop support to end-users, addressing issues related to hardware, software, and networking.
• Troubleshoot and resolve technical problems related to Microsoft Windows Server, Some macOS
• Manage user accounts and permissions through Active Directory.
• Assist with VPN configurations and firewall settings to ensure secure remote access.
• Perform software troubleshooting for applications including Microsoft Office and other proprietary software.
• Utilise help desk tools such as BMC Remedy, ServiceNow, or Jira for ticket management and resolution tracking.
• Conduct analysis of network issues using TCP/IP, DNS, LAN configurations, and other networking protocols.
• Maintain documentation of technical procedures and user guides for future reference.
• Collaborate with other IT team members to implement system upgrades and enhancements.
• Provide exceptional customer service by communicating effectively with users to understand their needs.

Do you have experience in Windows?, Do you have a GCSE?, * Proven experience in desktop support or IT support roles.

• Strong knowledge of computer networking principles and practices.
• Familiarity with SCCM for software deployment and management.
• Excellent communication skills with a focus on customer service.
• Proficient in troubleshooting computer hardware issues across various platforms including Windows and macOS.
• Understanding of TCP, DNS, VPNs, firewalls, and general network security practices.
• Ability to analyse problems effectively and provide timely solutions.
• Experience working with help desk software such as BMC Remedy or ServiceNow is advantageous.
• A proactive approach to learning new technologies and improving existing skills. If you are passionate about technology and providing top-notch support to users while working in a collaborative environment, we encourage you to apply for this exciting opportunity as a Desktop Support Technician., * GCSE or equivalent (preferred), * Technical support: 1 year (preferred)
• Customer service: 1 year (preferred)