Onsite Desktop Support Engineer – Northallerton

Overview

In this role you will provide hands-on desktop and laptop support in a busy on-site environment, resolving incidents to SLA and handling service requests. You’ll work closely with Level 3 teams and project managers to ensure timely, high-quality outcomes. The position focuses on hardware, software, and network issues across Windows devices, printers, and peripherals, contributing to smooth IT operations. This is a hands-on, customer-facing role that supports the wider IT infrastructure strategy.

Responsibilities

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

Key requirements

• In-depth knowledge of Microsoft Windows OS (Windows 10 & 11) and Microsoft Office
• Experience with LTSC Channels and KIOSK (desirable)
• Basic understanding of SCCM/Active Directory
• Networking knowledge (LAN/WAN/VLAN, Wi-Fi, DHCP, DNS/WINS, PXE, VPN)
• Microsoft Exchange environment, Outlook, and messaging etiquette
• Peripherals support (printers/MFDs, displays, docking stations, cameras, scanners)
• Working knowledge of ITSM software (ServiceNow)
• Excellent customer interface and service skills
• Some flexibility with working hours
• Full UK Driving Licence
• SC Cleared or eligible for SC Clearance

• Kundenorientierung
• Ausgezeichnete Kommunikationsfähigkeiten
• Teamkoordination
• Windows 10/11 Administration
• Office suite proficiency
• SCCM/Active Directory

…