- Company Name
- Together - loans, mortgages & finance
- Job Title
- Desktop Support Engineer
- Job Description
-
Job Title: Desktop Support Engineer
Role Summary
Provide 2nd‑line technical support to internal colleagues, resolve incidents and service requests, and participate in IT projects. Operate within an ITIL‑aligned framework, manage Service Desk processes, maintain accurate ticketing and asset records, and support deployment of new technology.
Expectations
- Deliver high‑quality, timely support for Windows, Mac, mobile, and peripheral devices.
- Proactively mentor peers and serve as a technical escalation point.
- Participate in change management, project implementation, and asset lifecycle activities.
- Maintain compliance with regulatory and security standards.
Key Responsibilities
- Respond to support requests via phone, email, remote tools, or face‑to‑face.
- Diagnose and resolve hardware, software, and connectivity issues.
- Escalate incidents to appropriate teams and document resolution steps in the ticket system.
- Manage Service Desk processes: new starters, leavers, movers, and role‑based access.
- Raise and manage change control requests for production changes.
- Keep asset and license inventories accurate.
- Support deployment, configuration, and maintenance of virtual machines and device management solutions.
- Conduct troubleshooting for backup, encryption, and mobile device issues.
Required Skills
- Proven experience in Desktop Support / 2nd‑line role.
- ITIL‑aligned incident and problem management.
- Advanced troubleshooting of Windows (10/11, Server 2022) and MacOS devices.
- Knowledge of Active Directory, Windows Server, VPN, Remote Desktop, Intune, Autopilot, and Microsoft 365.
- Experience with software distribution (MECM) and VMware virtualization.
- Familiarity with backup solutions (e.g., Veeam, Rubrik) and encryption tools (Sophos Central, FileVault).
- Understanding of role‑based access control, RBAC, and regulatory compliance.
- Proficiency in PowerShell scripting and basic troubleshooting of Apple iOS devices.
Required Education & Certifications
- Microsoft Windows Server accreditation (e.g., MCSA).
- ITIL v4 Foundation certification.
- Microsoft Azure Fundamentals (AZ‑900).
- Relevant certifications in virtualization, Microsoft 365, or device management are a plus.