About The Role

Purpose

As part of the IT Infrastructure team, the Deskside Support Engineer provides high-quality first and second-line technical support to end-users across multiple office locations. The role is responsible for the delivery, installation, and maintenance of hardware and software, resolving complex technical issues, and acting as a trusted point of contact for IT-related queries.

The position also carries accountability for associated IT administration and documentation, ensuring consistency and efficiency across support processes. While primarily based at a main office location, the role requires flexibility to support other offices as business needs demand.

Responsibilities

• Deliver first and second-line support for the IT infrastructure as a priority, effectively managing demand through helpdesk tickets, telephone support, and on-site walk-ups, including:
  • Service and change requests
  • Incident investigation and resolution
  • Execution of scheduled daily, weekly, and monthly operational tasks
• Install, configure, and deploy hardware and software in line with agreed infrastructure standards and best practices
• Troubleshooting and fault reporting of end-user devices
• Reporting progress to the IT Infrastructure Operations Manager, immediately escalating outages, major delays, and other serious issues
• Completing IT administration tasks to the defined standard, including but not limited to user account creation, group amendment, leavers process, and resource allocation
• Assisting with and applying operating system updates and patches
• Maintaining and updating the Infrastructure team’s documentation library
• Assist with ensuring that IT security policy and procedures are enforced and staff are aware of their contribution.
• Providing out-of-hours support cover for application deployments and upgrades, on a rota where required
• Act as an on-site point of contact for third line support teams to assist with the resolution of incidents. This may include performing certain activities at the direction of third line support teams such as patching, power cycles, replacing drives, or any such activity which requires on-site presence
• Travel to various office locations on an ad-hoc basis to provide on-site end-user support.
• Work closely with colleagues to maintain a high-performing team
• Assist in distributing knowledge amongst members of the Infrastructure team to aid personal development and the improvement of the IT Infrastructure
• Maintain a technical advantage through continual training and personal development
• Understand the business strategy and contribute to the overall goals of the business through infrastructure development, improvement, and support