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Deskside Engineer UK

Horsham/UKPermanent - On-site
Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the Auxilion Group you will work directly on a client site working closely with the in-house team to provide the best possible technical service and customer experience that the client requires.

Role Overview

As a Deskside Engineer L2 you will be responsible for resolving Incident tickets, IMACs and RFS related tasks within contractual Service Level Agreement (SLA) and completing all related administrative duties.

As the main interface to the customer, you will need to understand the local and regional infrastructure and key contacts in the other competencies, to ensure that the correct team is aware of, and acting on, the problem in hand.

Strong customer facing skills are a necessity as customer & client interaction is required daily, subsequently having a direct impact on customer satisfaction and the reputation of the Company.

To meet our customer needs within a diverse working environment, the role calls for a degree of flexibility and an expectation that you may be required to help at other RSA account site locations.

Role Responsibilities

  • Resolve customer hardware/software PC problem tickets.
  • A technical knowledge of the supported platform is required as well as a working knowledge of the hardware.
  • Resolve tickets within the customer SLA and obtain a high Customer Sat. Rating.
  • Excellent communications skills required, both face to face and remotely.
  • Be aware of your security responsibilities & know how to access Company Group Security Policies hosted on the Intranet and the principles listed within
  • Carry out any ‘ad hoc’ assignments as and when required.
  • To be compliant with Health & Safety company policy and legislation.
  • Willingness to assist other sites if required.

Technical Competencies

  • Microsoft Windows XP/W8/W10
  • Microsoft Office applications up to latest version
  • Building of laptops and desktops,
  • Active Directory,
  • Hardware knowledge – Desktop/Laptop
  • Customer orientate attitude
  • Ability to work to tight customer SLA deadlines.
  • MacOS
  • Working with remote tools e.g., SCCM to deploy software and take remote control.
  • Able to provide problem determination support for bespoke applications.
  • Asset management skills
  • Knowledge of ServiceNow desirable.
  • Ability to follow process

Experience & Business Competencies

Experience:

  • IT industry experience in a similar role
  • A good understanding of analytical troubleshooting
  • A good understanding of networks and windows Operating systems
  • Able to diagnose/configure desktops, laptops, and printers both face to face and remotely.
  • Desktop and laptop accreditation desirable
  • Microsoft accreditation desirable
  • ITIL accreditation desirable
  • Knowledge of specific customer software

 

Business Competencies:

  • Team player
  • Co-operative/flexible
  • Pays attention to detail
  • Can work under pressure
  • Tact & diplomacy
  • Good timekeeping
  • Good communication skills
  • Customer care Skills
  • Adhere to health & safety procedures
  • Self-driven
"Auxilion is committed to building a diverse, skilled and talented team. We want our team to be proud to work for Auxilion and enable them to do great work. If this sounds like the type of place you would like to work, please make sure you apply using the form below. We're looking forward to hearing from you."
Niamh, Rhona and Louise
Auxilion People & Talent team
Auxilion Careers

Apply now

If you are interested in this position, please use the form below to submit your application.

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