Onsite Desktop Support Engineer – Bristol

Overview

In this role you provide hands-on desktop and hardware/software support in a busy environment, resolving incidents and handling service requests to deliver a responsive user experience. You will operate in a technical team, working with Level 3 support to manage major issues and ensure incidents stay within SLA targets. The position offers opportunities to contribute to projects and improve end-user IT services on-site in Bristol. You will work with cross-functional teams to install, configure, and troubleshoot PC hardware, software, and peripherals, helping maintain smooth operations. This is a customer-focused, technically hands-on role in a collaborative IT environment.

Responsibilities

• Handle incidents and service requests with 2nd line resolution
• Maintain incident rate target <2% per month
• Complete tasks within allocated timeframes
• Support internal and external project managers on project tasks
• Tackle non-standard requests to agreed timescales
• Proactively coordinate with Level 3 teams for major issues
• Troubleshoot hardware, software, and network issues on laptops/desktops
• Install and configure software and hardware

Key requirements

• Windows OS (Windows 10 & Windows 11) knowledge and configuration
• Office proficiency
• LTSC Channels and KIOSK experience desirable
• Basic SCCM/Active Directory understanding
• Networking knowledge (LAN/WAN/VLAN, DHCP, DNS/WINS, PXE, VPN)
• Exchange/Outlook and IM tools familiarity
• Peripherals management (printers, displays, docking stations, cameras, scanners)
• ITSM software experience (ServiceNow)
• Excellent customer interface and service skills
• Some flexibility with working hours
• Full UK Driving Licence
• SC Cleared or eligible for SC clearance

• customer service orientation
• clear communication
• team collaboration
• Windows 10/11
• Microsoft Office
• SCCM

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