Mobile Support Engineer (Kent & Surrey)

Job Description:

Role Overview

We are currently looking for a highly customer-focused and enthusiastic Mobile Support Engineer, with a genuine interest in solving IT issues, to support our Clients across various locations in Kent & Surrey, along with other sites around London.

The successful candidate should be technically competent, possess good communication skills, be ready to learn, & thrive in a fast-paced regulated environment.

The successful candidate will support desktops/laptops and connected devices in office areas, as well as support various pieces of infrastructure including network printers, network hardware & server hardware in a Hands & Eyes manner.

Please note applicants should be UK nationals and either hold or meet eligibility criteria to obtain SC clearance.

Job Responsibilities

• Working on behalf of DXC.
• Providing wide-ranging deskside support to end users in office environments.
• Work to resolve issues accurately and efficiently, within set targets and in a professional manner.
• Maintain a dedicated commitment to service quality & customer experience.
• Take ownership of tickets escalated from the service desk & other teams, handling them appropriately.
• Work comfortably on your own, identifying, and prioritising incidents, requests, & escalations accordingly.
• Work well within the client environment.
• Ensure that all activity is accurately documented and recorded in line with ITIL practices.
• Contribute to the creation and up-keep of Knowledge Base Articles, as required.
• Be comfortable working in a highly regulated environment, adhering to local and global policies.
• Work healthily and safely, in accordance with DXC training and policies.
• Adhere to all IT Asset Management procedures & policies.
• Build and deploy PCs, patch network points, troubleshoot printer problems, support standard software packages, and other general “IT” tasks.
• Be prepared to engage with ad-hoc tasks with a best effort and positive attitude.
• Work comfortably in comms areas and data centres, providing ‘Hands and Eyes’ support to other teams as well as taking ownership and providing on-the-ground feedback and guidance to offshore teams.
• Be ready and willing to learn new skills and procedures, growing and providing greater support for colleagues and clients.
• Willingness to travel to other supported sites in the area to provide cover for colleagues when required.

Experience/Skills

• Ready to learn and face new challenges.
• Excellent English written and verbal communication skills.
• Ability to work independently and as part of a small team.
• Ability to work well with global teams.
• Experience of working in Desktop support role (3yrs+).
• Tested software and hardware troubleshooting skills.
• Experience of supporting Windows 10.
• Experience supporting legacy Windows operating systems.
• Experience of supporting Microsoft Office suites including Office 365.
• Experience working in a highly regulated / ITIL environment, with appropriate service / ticketing systems.
• Proficiency with Network Infrastructure e.g., switches, routers, APs, patching, network architecture knowledge.
• Server Hardware support experience (racking & providing Hands & Eyes support)
• Printer hardware knowledge.
• Willingness to support essential out of hours work when required.
• ITIL knowledge.
• Full Clean Driving License & own vehicle, to be used for business.