Desktop Support Engineer

Why join us? BlupaceTech is a world-class IT development company that strives to improve its processes constantly. The company has been in business since 2008 and employs over 160+ people in more than 4 countries. Blupace provides innovative software solutions for businesses of all sizes, with a focus on Web & Mob Applications, e-commerce websites, data & Analytics , Field services and more. We are passionate about developing innovative technology solutions that make a difference. We have the expertise and experience to provide custom-tailored solutions for your business, whatever your field may be. Our team is dedicated to providing you with the best possible service, and we are always looking for new ways to improve our products and services. We operate in different locations which includes UK, France, Germany and Belgium. Where you’ll be working We are looking for Band 2 engineer with 3+ yrs of exTenure -12 months, rolling contractIt is an Bury St Edmunds Catchment -DispatchNo Sponsorship provided for this role Location under the catchment where support is required CB1 1PS ,CO1 1WE,NR1 1WRChapelfieldCambridgeBury St EdmundsKings LynnBishops Stortford Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite Candidate Required Minimum Qualifications and Skills Bachelor’s degree or equivalent in Computer Science or related fieldCompTIA A+, Microsoft Certified Professional (MCP) or betterMinimum of 3 -5 years of relevant IT experienceWindows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Thin clients , VDI /Virtual client ,citrix client Enterprise anti-virus solutions, Helpdesk ticketing systemBasic understanding of Network devices like switches, Routers, Firewalls and other managed/un-managed Network devices like wireless APs, Wireless Controller, servers, MultiplexersResource should be an English speaker and be well versed with local languageMobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active DirectoryProven analytical, troubleshooting and problem-solving skillsUnderstands ITSM tools, And having goods hands on in Service NowProven ability to multi-task, effectively determine priorities and meet SLAExcellent communication relationship-building and internal customer service skillsAdaptable and flexible in a fast-changing industry and work environmentWilling to work off-hours and weekends when required for projects or emergency support Responsibilities Provide first/second level contact and problem resolution for customer issuesWork with vendors to remediate complex AV issues as needsProvide timely communication on issue status and resolutionMaintain ticket updates for all reported incidentsInstall, upgrade, support and troubleshoot Windows 10,11 and Microsoft Office 365, Cisco Jabber, another authorized desktop applicationShould have basic knowledge of Mac operating system, to support Apple pc usersInstall, upgrade, support and troubleshoot for printers, computer hardwarePerforms general preventative maintenance tasks on computers, laptops, printersPerforms remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipmentUse diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/softwareBroad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and TelecomThis position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assignedManage Procurement and own for all new in-scope hardware i.e., desktop/laptopDeploy and manage in-scope hardware and softwareProvision and support Remote Site Networks (e.g., LAN, WAN connection) and related operations (e.g., procure, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution and escalation, security management, and capacity planning/analysisProvide Break/Fix Level 2 support for in-scope end-user hardware and software as coordinated through the Service DeskManage and maintain inventory of in-scope hardware, include asset tagging and recordingProvide technical support for all hardware/equipment of the remote site computing infrastructureDevelop and document in the operations manual on-site technical support procedures that meet requirements and adhere to defined policiesCoordinate with the Service Desk and all other necessary Suppliers, third-party support organizations to manage all on-site technical support requests to resolution and closureCoordinate support, maintenance and warranty activities with relevant third parties for in-scope serviceCoordinate with end-user or other site staff to schedule on-site technical support visit in response to an incident or IT service request including security remediation services Mandatory Soft Skills with level of competence, Ownership and accountability Excellent communication & interpersonal skills written and oralClient relationship managementIndependent decision makingProblem solving aptitudeAbility to Manage DiversityAbility to resolve problemsAbility to translate customer needsShould have the ability to coordinate with teams in different geographical locations