Desktop Support Engineer

Brillio delivers disruptive digital solutions across capabilities such as Design Thinking, Product Engineering, Data Analytics, Digital Front Office, Digital Infrastructure through a team of 4,000+ experts technologically elevating 200 companies globally. Our core values of Customer success, We Care, Entrepreneurial (mindset) and Excellence - drive everything that we do, from the very first day. Find your passion and build your career with Brillio.

• The Opportunity:
• Drive high level of customer service and satisfaction
• Manage incident and service request queues to ensure SLA's are met
• Provide hands on resolution of 1st to 2nd line software and hardware incidents where required
• Fulfill service requests for varied IT equipment
• Drive compliance to internal and external processes and standards
• Initiate service improvements to the overall service
• Install, troubleshoot and repair desktop/laptop issues (both hardware/software),Install Standard SOE Image on Desktops and Laptops and Install, configure and troubleshoot standard applications (MS Office, Adobe, etc.)
• Basic troubleshooting of Conference devices/Projectors/Meeting room facilitation.
• Provide technical assistance and training to end users on computer operating systems and Standard applications.
• Instruct and assist end users in the use of computer equipment, software and accessories.
• Document all support activity within the IT Incident and Change Management tracking tool.
• Ensure standard operating procedures and known error logs are kept up to date.
• Support and monitoring of critical systems and services.
• Patching and build of desktop, Laptops and phones
• Traditional 2nd line break/fix incident management
• Supporting Tech bar as per business requirements
• Follow Asset Management policies and ensure CMDB records are updated accurately and consistently
• Provide first level break fix support for third party hardware and/or applications and liaise with vendor(s) to support and troubleshoot hardware and/or software.
• Participate in regular/daily data center housekeeping/maintenance checks. Escort Third Party/Vendor(s) for any works in the datacenter.
• Completing ad-hoc tasks set by the EUC Team Lead/Operations Manager(s)
• Be part of an on call Rota
• Flexibility to work out of hours to meet business requirements
• Maintaining Time sheets accurately on a daily basis
• To work 9 hour shift and/or as per business requirements
• Required Competencies
• Flexible, self-motivated and can do attitude
• Strong 1st to 2nd line technical skills
• Good Written and Verbal Communications
• Ability to follow Process Documentation and update as necessary
• Customer Service
• Able to learn and adapt to new technologies.
• Valid driving license with no more than 9 point
• Flexibility to work at both Milton Keynes office and Dordon as required.
• Essential Technical Skills
• Support and troubleshooting of Operating Systems Windows 7 and 10