Onsite Desktop Support Engineer – Lincoln

Overview

In this role, you deliver hands-on desktop and incident support in a busy environment, restoring service and meeting SLAs. You’ll work closely with Level 3 and project teams to resolve issues and fulfill requests, keeping users productive and informed. The position combines hardware, software, and network support with proactive communication. You’ll contribute to a customer-focused, collaborative IT support function that underpins wider technology initiatives.

Responsibilities

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

Key requirements

• Deep knowledge of Microsoft Windows OS (Windows 10/11) including build, configuration and registry settings
• Proficiency in Microsoft Office
• Desirable: LTSC Channels and KIOSK
• Basic understanding of SCCM/Active Directory
• Working knowledge of IT service models
• Networking understanding (LAN/WAN/VLAN, Wi‑Fi, DHCP, DNS/WINS, PXE, VPN)
• Experience with Microsoft Exchange, Outlook, and IM tools
• Experience with common peripherals (printers, displays, docking stations, etc.)
• Working knowledge of ITSM software (ServiceNow)
• Excellent customer interface and service skills
• Flexibility with working hours
• Full UK Driving License
• SC Cleared or able to undergo SC Clearance

• Customer service orientation
• Strong communication
• Team collaboration
• Windows 10/11 administration
• SCCM/Active Directory basics
• Networking (LAN/WAN/VLAN, DHCP, DNS)

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