Desktop Support engineer

Job type:
4 months+ ext
Global Technology Solutions Ltd
flag_no USA
project ID:

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Desktop Support engineer

A fantastic opportunity has arisen for a Desktop Support engineer to join well established blue chip organisation based at their prestigious offices in either Cambridge or Lexington Massachusetts.

As a Desktop support engineer you will:

Respond to allocated customer incidents (hardware, software and connectivity) and service requests and manage through to a successful resolution within agreed service levels.

Deliver IMAC and desk-side support services to the customer in line with agreed project timescales and service levels

Deliver hard and soft break fix services for laptops and desktops across the customer site portfolio
Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).

Support, manage and maintain the configuration and installation of the Desktop, including patch updates and hardware replacements.

Identify and obtain from the vendor any spares required to respond to incidents and ensure that the customer is kept informed of any resulting delays.

Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.
Ensure that each Desktop Device is installed with the appropriate Desktop image
Provide VIP support for Desk side issues
Maintain a high level of communication at all times with the customer, colleagues and senior members of staff and provide timely updates to the Service Desk so that progress against each individual incident can be updated as required.

As a Desktop Support engineer you will have:

*Minimum:1-3 years' experience in onsite support
*Good knowledge and experience in Microsoft Desktop software (Windows XP/7/8/
OS) is a requirement
*Previous experience with Service Management Tool - Service Now
*Expertise on EUC tools, remote support tools, MS Office and Outlook
*Awareness of the ITIL process of Incident, Change, Problem, Service Request and
related activities such as spare and buffer stock management.
*Strong communication skills (verbal, written and reading) in English to ensure
tickets can be understood and responded to within agreed service levels

Preferable additional skills
*A good understanding of Lync, VPN and mobile device support
*Knowledge of AD, Networking and smart hands and feet support.
*Knowledge and experience of supporting MAC devices and tablets

These are long term roles so if you are an experienced desktop support engineer looking to start a new role 2nd January please apply now!
N.B applicants must have right to work in USA

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Global Technology Solutions is acting as an Employment Business in relation to this vacancy.