L1/L2 Support Engineer (Deskside Support)

We are seeking a customer-focused Tech Bar Support Engineer to provide onsite desktop support services within a busy enterprise environment. The successful candidate will work from a dedicated Tech Bar, supporting end users who book appointments for technical assistance and troubleshooting.

This role focuses on providing Level 2 desktop support for hardware, software, network, and user account-related issues while delivering an excellent customer experience., * Provide face-to-face technical support through the Tech Bar appointment service.

• Troubleshoot and resolve 1st, 1.5, and 2nd line desktop support incidents.
• Diagnose and resolve hardware issues affecting Windows laptops, MacBooks, desktops, peripherals, and mobile devices.
• Support Apple iPhones and related mobile device issues.
• Troubleshoot Windows 11 and macOS operating system issues.
• Support and resolve incidents relating to Microsoft 365 applications and services.
• Troubleshoot GlobalProtect VPN connectivity issues.
• Investigate and resolve Wi-Fi, network connectivity, and user account-related problems.
• Install, configure, and support desktop software and peripheral devices.
• Take ownership of incidents from initial diagnosis through to resolution.
• Accurately log, update, and manage tickets within ServiceNow.
• Escalate complex issues to relevant support teams when required.
• Maintain high levels of customer service and communication throughout the support process.

• Experience in a Deskside Support, Tech Bar, Desktop Support, or IT Support Engineer role.
• Strong troubleshooting experience across:
• Windows 11
• macOS
• Microsoft 365 (O365)
• GlobalProtect VPN
• Experience supporting:
• Windows laptops and desktops
• Apple MacBooks
• iPhones and mobile devices
• Printers and peripherals
• Understanding of networking fundamentals including Wi-Fi and connectivity troubleshooting.
• Experience using ServiceNow or similar ITSM ticketing systems.
• Strong customer service and communication skills.
• Ability to work independently and manage multiple support requests.

Desirable

• Experience working within enterprise or corporate environments.
• Knowledge of Active Directory, Entra ID (Azure AD), and user account administration.
• ITIL Foundation certification or awareness.

Personal Attributes

• Excellent customer-facing skills.
• Professional and approachable manner.
• Strong problem-solving and analytical abilities.
• Well organised with good attention to detail.
• Ability to remain calm under pressure and prioritise workload effectively.
• Team player with a proactive approach to support.

Services in Scope

• Deskside Support
• PC and Laptop Support
• Hardware Diagnostics
• Software Support
• Peripheral Device Support
• Mobile Device Support
• User Account Support
• Network and Connectivity Troubleshooting
• Incident Management via ServiceNow