Onsite Desktop Support Engineer – King’s Lynn, Norfolk

Overview

As an Onsite Desktop Support Engineer, you provide hands-on IT support in a busy, customer-facing environment. You resolve incidents to SLA, handle service requests, and collaborate with Level 3 teams to address major issues. The role involves hardware, software, network, and printer-related support across Windows workstations and peripherals. You will work closely with cross-functional teams to ensure a responsive, high-quality support experience and contribute to project tasks within set timelines.

Responsibilities

• Handle incident and service request tasks
• 2nd line resolution to SLA
• Maintain incident rate target (<2% per month)
• Complete assigned work within timeframes
• Support internal/external project managers on project tasks
• Undertake non-standard requests to agreed timescales
• Coordinate with Level 3 teams to flag major issues
• Troubleshoot laptop/desktop hardware, networks, printers, etc.
• Install and configure software and hardware

Key requirements

• Windows 10/11: build, configuration, registry settings
• Microsoft Office proficiency
• Desirable: LTSC Channels and KIOSK
• Basic SCCM/Active Directory understanding
• Networking knowledge: LAN/WAN/VLAN, Wi-Fi, DHCP, DNS/WINS, PXE, VPN/remote connectivity
• Microsoft Exchange environment, MS Outlook, IM tools etiquette
• Peripherals knowledge: printers, displays, docking stations, etc.
• ITSM software knowledge (ServiceNow)
• Excellent customer interface and service skills
• Flexibility with working hours
• Full UK Driving License
• SC Cleared or eligible for SC Clearance

• Customer-focused service
• Strong communication
• Teamwork and collaboration
• Windows OS (Windows 10/11)
• Microsoft Office
• SCCM/Active Directory (basic)

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