Infrastructure Engineer Desktop Support
Share
Job Location:
Monthly Salary:
Posted on:
Vacancies:
Job Summary
About the Role:
As an Infrastructure Engineer you will be primarily responsible for the direct support maintenance and deployment of the end user computing environment across the business. This includes all hardware and software systems that allow our users to do their jobs such asWindows MacOS and ChromeOS environments as well as hardware forI.P Phone systems video conferencing and our iPad & Android mobile tablet estate.
This role is based at ourTottenham Court Road (London) office and you will be supporting3 other sites across London for day-to-day support also requiring close and regular communication with our technical teams at our Head Office in Leicester. You will be joining a dedicated team of 6 Infrastructure/Desktop Engineers in total.The position is based around a rotating shift covering 08:00-17:00 based on business requirements.
You will manage and maintain your own workload and service levels for all support tickets assigned to you and you will work with a wide range of users up to and including senior directors and executive-level staff. Each day you will have to make judgement calls regarding your ticket queue prioritising it to maximise your effectiveness.
Core responsibilities
- Device management: Ensuring all end-user devices are optimally configured up-to-date and performing to meet business needs.
- Technical Operations: Providing expert-level support for end-user facing platforms including Google GSuite Windows macOS ChromeOSCitrix SCCM Microsoft Intune and Ipecs phone systems.
- User-Focused Support: Providing direct hands-on technical expertise viadesk side remote and telephone support to ensure desktop systems remain operable. This includes:
- Troubleshooting and resolving complex issues with user workstations operating systems and software applications.
- Installing and configuring software on workstations as needed.
- Service Management: Actively managingincident change problem and request management and resolution. You will manage and maintain service levels for all support tickets assigned to you using ITSM tooling effectively ensuring all incidents are actioned and thecustomer is always kept up to date with ticket progress.
About the team:
The Desktop Support team is responsible for the support installation and maintenance of the end user computing environment within Head Office UK offices and remote team supports all hardware and software systems that allow the organisations user base to be problem free with their client computing are responsible for ensuring that all incidents requests and problems that are triaged to the 2nd line technical support service are dealt with in a timely and professional manner ensuring that customer is always kept up to date with the progress of each ticket.
About you:
You are a senior technical expert whothrives on solving peoples problems. You are driven to find the root cause of issues and can articulate the business impact of any problem. You are a role model for excellent customer service thrive on change and have a proactive approach to system improvementoftentaking the initiative to come up with new ways of doing things. You are an expert inmanaging priorities without letting issues fall through the cracks and know when to ask for help from others in the team.
To be successful in this role you will have:
- Previous Experience: Proven experience supporting desktop operating systems in a large organisation (Microsoft ChromeOS and Apple technologies).
- Technical Expertise:
- Deep understanding of Windows macOS and ChromeOS environments.
- Strong experience with device management tools: Microsoft Intune SCCM andJAMF.
- Proficiency in managing Google Admin (GSuite) and Active Directory.
- Core IT Skills: A solid understanding of desktop hardware peripherals and networking concepts (TCP/IP DNS).
Key Attributes
- Problem-Solving: Strong ability to troubleshoot complex technical issues at the desktop and application level. Capability to identify root causes and implement effective solutions.
- Communication and Customer Service: Strong communication andrelationship-building skills to effectively support end-users and collaborate with teams. Requires patience and a customer-focused attitude.
- Security Awareness: Understanding of security policies and best practices. Ability to implement and manage access controls.
- Organisation & Resilience: You must be super organised and highly effective at managing diverse workflows.Ability to learn quickly work effectively under pressure and meet tight deadlines and delivery goals.
- Accountability: The ability to manage your own workload prioritise effectively and work independently in aprocess-driven manner.
- Interpersonal Skills: Comfortable communicating technical information effectively at all levels from end-users to senior directors/executives. Strong customer-facing skills.
- Flexibility: You must be flexible to participate in a planned call-out/stand-by rota and accommodateoccasional overtime (planned or unplanned).
#LI-LE1 #LI-Onsite
Key Skills
- Mac Os
- Active Directory
- Desktop Support
- Computer Networking
- Mobile Devices
- Windows
- Remote Access Software
- SCCM
- Help Desk
- Operating Systems
- Remedy
- Troubleshooting
About Company
You know Next, but did you know we’re a FTSE-100 retail company employing over 35,000 people across the UK and Ireland. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 500 stores, plus the Next Online and it’s now po ... View more
