Information Technology Support Engineer

SISL Global Pte. Ltd.; Metropolitan Borough of Solihull; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading IT support company in the United Kingdom is seeking a skilled Desktop Support Technician to provide second-level technical support for hardware and software issues. The ideal candidate will have 2-4 years of experience in desktop support, strong knowledge of Windows and Mac operating systems, and relevant certifications such as CompTIA A+ or Network+. This role involves troubleshooting issues, maintaining systems, and contributing to user satisfaction through effective communication and training.

Qualifications

• 2-4 years of experience in a desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Ability to work independently and as part of a team.

Responsibilities

• Provide second-level technical support for desktop/laptop issues.
• Install, configure, and maintain operating systems and applications.
• Train and mentor junior support technicians as needed.

Skills

Troubleshooting Windows and Mac computers

Problem-solving

Communication skills

Interpersonal skills

Technical support

Education

Associate's or bachelor's degree in IT or related field

Relevant certifications (CompTIA A+, Network+, etc.)

Tools

Microsoft Office Suite

Active Directory

Remote desktop tools

Job description

Key Responsibilities

• Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Install, configure, and maintain operating systems, software applications, and system updates.
• Perform root cause analysis to identify recurring technical problems and develop solutions.
• Excellent in troubleshooting break/fix issues of Windows and Mac computers.
• Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
• Collaborate with IT team members on projects, upgrades, and implementations.
• Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
• Provide remote support and troubleshooting for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine maintenance and inspections to ensure optimal performance of equipment.
• Build and maintain strong relationships with end users and ensure user satisfaction.

Qualifications

• Associate's or bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.
• 2-4 years of experience in a desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency with Microsoft Office Suite and other common software applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support.