IT Support Specialist

The onsite resident engineer is a desk-side technician who provides end users with new devices and restores existing devices to a steady working state.

The engineer is based permanently at the customer site, delivering hands-on technical support to onsite staff and, where required, travelling to nearby sites to maximise efficiency of resource usage., * Provide onsite / desk-side end-user support.

• Deploy new devices and restore existing devices to a steady working state.
• Install, move, add and change (IMAC) PCs, laptops, peripherals and printers.
• Perform break-fix hardware support for PCs, laptops and peripherals, including printers.
• Support Windows OS (Windows 10 / 11).
• Support Microsoft Office and Office 365 applications.
• Provide basic support for mobile devices.
• Log, own and resolve assigned support tickets promptly.
• Maintain a strong sense of urgency and SLA compliance.
• Carry out scheduled site visits to nearby Category-B/C sites where required.
• Provide backup cover for the second resident engineer to ensure continuity of onsite service.
• Maintain a professional appearance and deliver excellent customer service to onsite users.

• Minimum 12-24 months of workplace / desk-side support experience.
• Basic working knowledge of Windows OS (Windows 10 / 11).
• Basic working knowledge of Microsoft Office and Office 365 applications.
• Hands-on experience with PC / laptop hardware and peripherals, including printers.
• Familiarity with supporting mobile devices.
• Field experience supporting a variety of end-user technologies and services.

Language Requirements

• English: Speaking - Good; Reading
• German: Native /Professional working proficiency strongly preferred for onsite support at this German site.

Qualifications & Certifications

• Working towards PC / Laptop OEM Maintenance Certification - desirable for Level 1.
• CompTIA A+ or equivalent desk-side certification is an advantage.

Personal Attributes

• Well-developed sense of urgency.
• Enthusiasm, resilience and a positive attitude.
• Professional appearance and conduct.
• Team player, comfortable sharing responsibilities.
• Good customer-service and people skills.