Onsite Desktop Support Engineer – Anglesey

Overview

As an Onsite Desktop Support Engineer, you provide hands-on technical support across a busy customer environment to resolve incidents and fulfill service requests. You operate as 2nd line support, aiming to resolve issues within SLA targets and keep incident levels low. You will handle hardware, software and network problems onsite at Anglesey, coordinate with Level 3 teams, and contribute to project tasks managed by internal and external PMs. This role offers a customer-focused, collaborative environment where you shape reliable user experiences and tangible IT outcomes.

Responsibilities

• Handle incident and request tasks
• 2nd line ownership to resolve incidents within SLA
• Maintain incident rate target (<2% per month)
• Complete assigned tasks within timeframes
• Support project tasks with Project Managers
• Tackle non-standard requests within agreed timescales
• Proactively liaise with Level 3 teams to escalate major issues
• Troubleshoot laptop/desktop hardware, networks, printers, etc.
• Install and configure software and hardware

Key requirements

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

• Customer-focused
• Strong communication
• Team collaboration
• Windows 10/11
• Microsoft Office
• SCCM

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