Onsite Desktop Support Engineer – Plymouth

Overview

In this role you provide hands-on desktop support for a busy customer environment in Plymouth, resolving incidents to SLA and handling service requests. You will collaborate with Level 3 teams and project managers, ensuring timely delivery of tasks and effective issue resolution. The position emphasizes customer-facing service, operational reliability, and contribution to IT service delivery in a large organisation.

Responsibilities

• Handle incident and request tasks to maintain service quality
• Provide 2nd line resolution for incidents per SLA
• Aim for <2% incident rate per month
• Complete assigned work within timeframes
• Support internal and external project managers with project tasks
• Address non-standard requests within agreed timescales
• Escalate major issues to Level 3 teams
• Troubleshoot hardware (laptop/desktop), networks, printers, etc.
• Install and configure software and hardware

Key requirements

• Windows 10/11 knowledge (build, configuration, registry)
• Proficiency in Microsoft Office
• Desirable: LTSC Channels and KIOSK
• Basic understanding of SCCM/Active Directory
• Networking knowledge (LAN/WAN/VLAN, Wi-Fi, DHCP, DNS/WINS, PXE, VPN)
• Experience with Microsoft Exchange, Outlook, and IM tools
• Peripherals knowledge (printers, displays, docking stations, etc.)
• Familiarity with ITSM software (ServiceNow)
• Excellent customer service skills
• Some flexibility with working hours
• Full UK Driving Licence
• SC Cleared or eligible for SC Clearance

• Customer-focused communication
• Problem-solving mindset
• Collaborative teamwork
• Windows OS (Windows 10/11)
• Office suite proficiency
• SCCM/Active Directory (fundamental)

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