Desktop Support Engineer - SC Cleared - Inside IR35

The successful candidate will support end users across desktop, laptop, mobile and peripheral technologies, ensuring IT services remain stable, available and effective. You will work closely with end users, Service Desk teams, infrastructure teams and third-party suppliers to diagnose and resolve hardware, software, network and Microsoft 365-related issues., * Provide onsite desktop and end-user IT support.

• Diagnose and resolve hardware, software, application, network, VPN, printer and mobile-device issues.
• Support Windows 10 and Windows 11 environments.
• Manage incidents and service requests in line with agreed service levels.
• Monitor and manage incoming support requests through phone, email and Microsoft Teams.
• Record, update and maintain accurate incident and service-request tickets.
• Build, configure and deploy laptops and desktop computers using approved standard images.
• Support Microsoft Managed Desktop devices.
• Provide hardware break-fix support.
• Support Microsoft 365 and Office applications.
• Provide L1 support for applications and SharePoint.
• Carry out Active Directory group management, account unlocks and password resets.
• Support joiner, mover and leaver activities through Azure.
• Support Microsoft Teams administration, including Teams creation where required.
• Support Intune administration and managed-device environments.
• Configure and support iPhones and iPads.
• Provide primary printer support, including consumable replacement and cloud-printing support.
• Provide Tech Bar support for end-user technical queries.
• Support VIP users and provide a high standard of customer service.
• Manage hardware assets and maintain accurate asset inventory records.
• Support IT desk moves, device relocations and workplace technology installations.
• Set up training rooms, meeting rooms and conference-room technology.
• Manage loan laptops and associated equipment.
• Support device handover, collection, packaging, shipping and equipment movement.
• Manage IT equipment retirement and transfer devices to designated disposal areas.
• Liaise with third-party vendors and suppliers when required.
• Assist with technical documentation, reporting and user manuals.
• Contribute to continuous service improvement activities.
• Work in accordance with client IT security policies, operational procedures, health and safety requirements and relevant industry standards.

This is a hands-on, site-based role requiring strong troubleshooting skills, excellent customer service and the ability to manage incidents and service requests independently through to resolution., The successful candidate should have:

• Previous desktop or onsite IT support experience.
• Strong Windows 10 and Windows 11 troubleshooting experience.
• Experience supporting Microsoft Managed Desktop environments.
• Good knowledge of Microsoft 365 and Office applications.
• Experience supporting Active Directory user and group administration.
• Knowledge of Azure-based joiner, mover and leaver processes.
• Understanding of Microsoft Intune administration.
• Experience supporting iPhones and iPads.
• L1 support experience for applications and SharePoint.
• Knowledge of Microsoft Teams administration.
• Experience supporting printers and cloud-printing environments.
• Experience supporting meeting-room and conference-room technology.
• Hardware asset-management and inventory-management experience.
• Knowledge of antivirus technologies such as Microsoft Defender or McAfee.
• Knowledge of networking, VPNs and general end-user connectivity troubleshooting.
• Knowledge of installing and configuring Starlink satellite network devices.
• Strong troubleshooting, analytical and root-cause-analysis skills.
• Ability to identify issues and define appropriate corrective actions.
• Strong incident-management and ticket-management skills.
• Excellent written and verbal communication skills.
• Strong customer-service and interpersonal skills.
• Ability to communicate effectively with both technical and non-technical users.
• Good organisational, multitasking and time-management skills.
• Ability to work independently with minimal supervision.
• A proactive, flexible and delivery-focused approach.
• Willingness to learn and adapt to changing operational requirements.

Desirable

• ITIL certification or practical knowledge of ITIL processes.