Deskside Support Technician

About the role

We are seeking an experienced Deskside Support Technician to deliver hardware and software assistance both on‑site and remotely. The role focuses on maintaining user productivity across multiple customer environments while adhering to agreed Service Level Agreements.

Key responsibilities

• Replace desktops, laptops, and monitors on a like‑for‑like basis to minimise disruption.
• Perform break‑fix support for all desktop equipment.
• Execute IMAC (Install, Move, Add, Change) activities.
• Manage and resolve assigned tickets, communicating regularly with scheduling teams.
• Diagnose and resolve technical issues using available tools.
• Provide timely solutions, keep users informed, and escalate when necessary.
• Follow documented procedures and maintain accurate records.
• Support ad‑hoc tasks and comply with health, safety, and security policies.

Required profile

• Minimum 2 years experience in an IT engineering or support role.
• Strong customer service and communication abilities.
• Team‑player with a flexible, cooperative attitude.
• High attention to detail, organisational skills, and ability to work under pressure.

Required skills

• Proficient with Windows operating systems.
• Experience supporting Microsoft Office Suite, including Visio and Project.
• Knowledge of desktop/laptop hardware components.
• Familiarity with Active Directory (desirable).
• Understanding of networking concepts and troubleshooting.
• Printer setup and configuration experience.
• Exposure to VPN support and remote‑working environments.
• Knowledge of mobile devices such as iPads and Windows tablets.