Desktop Support Engineer
Role Overview
The role is an EUC / Desktop Support Engineer position providing onsite and field-based client support in Brighton.
The engineer supports end users, including VIPs and senior stakeholders, and works to deliver high customer satisfaction.
Key Skills for This Role
Full Job Posting
Role overview
The role is an EUC / Desktop Support Engineer position providing onsite and field-based client support in Brighton.
The engineer supports end users, including VIPs and senior stakeholders, and works to deliver high customer satisfaction.
Support duties
- Provide onsite end-user computing support at locations agreed by Wipro and the end client.
- Troubleshoot desktop and laptop issues at first and second line, aiming for high first-time-fix rates.
- Log, categorize, and validate incidents and service requests in the ITSM tool.
- Route tickets to resolver groups and escalate unresolved cases under agreed procedures and SLAs.
- Support hardware diagnostics, device swaps, and peripherals, including printers and scanners.
- Maintain clear ticket documentation, updates, and handovers.
Operational duties
- Attend onsite meetings with the Field Services Lead as required.
- Participate in regular operational and corporate IT drills conducted by CBL.
Required technical experience
- Strong hands-on Windows 11 desktop and laptop support experience is required.
- Experience with hardware diagnostics, break/fix, device swaps, and peripherals is required.
- Microsoft 365 application proficiency and working knowledge of Active Directory / Entra ID are required.
- Intune / Endpoint Manager expertise for device compliance, Autopilot, and laptop build management, plus PowerShell scripting, is required.
- Experience troubleshooting VPN, MFA, LAN, and Wi-Fi connectivity is required.
- Onsite printer and scanner configuration experience is required.
- Understanding of ITIL-based incident and service request management is required.
Customer support skills
- Strong communication and customer service skills are required, especially for VIP user support.
Preferred experience
- Nexthink experience for endpoint analytics, device health monitoring, and proactive troubleshooting is good to have.
- Ability to interpret Nexthink insights to identify root causes and end-user performance issues is good to have.
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