Desktop Support Engineer

Sellick Partnership are currently partnered with a public sector organisation in Hereford, who are seeking an experienced Desktop Support Engineer to join their established IT support team.

This is an excellent opportunity for an experienced IT professional to join a large and complex enterprise IT environment, supporting over 6,000 users across more than 100 sites. The role will provide exposure to a broad range of technologies, including Microsoft 365, Windows, Active Directory, Exchange, networking, endpoint management, desktop hardware and mobile devices.

As the Desktop Support Engineer, you will provide 2nd and 3rd line technical support across a varied customer base, working across multiple sites. You will manage your own workload, investigate complex technical issues, liaise with internal teams and external suppliers, and contribute to wider IT projects and service improvements.

• Provide 2nd and 3rd line technical support to users across a large customer base.
• Take ownership of incidents and service requests, ensuring issues are resolved within agreed SLA timescales.
• Diagnose and resolve complex hardware, software, connectivity and application issues.
• Install, configure, maintain and replace desktop hardware, software and end-user devices.
• Support Microsoft Windows, Office, Microsoft 365, One Drive and other cloud technologies.
• Administer user accounts and access using Active Directory and Microsoft Exchange.
• Support desktop imaging, software deployment, patching, endpoint security and device management.
• Configure and support Android and iOS smartphones and tablets.
• Provide support for LAN, TCP/IP networking, server and internet connectivity where required.
• Maintain accurate records of incidents, changes, assets, licences and technical work.
• Identify recurring issues and implement longer-term solutions to improve service delivery.
• Test and evaluate hardware and software solutions prior to deployment.
• Liaise with internal teams, customers, suppliers and external support agencies.
• Provide technical input into IT projects and service improvement initiatives.
• Maintain technical documentation, knowledge base information and hardware/software inventories.
• Provide technical advice and guidance to non-technical users.
• Represent the organisation professionally when working independently at customer sites.
• Participate in an out-of-hours support rota where required.

• Proven experience working in a 2nd line, 3rd line or enterprise-level IT support environment.
• Strong knowledge of Windows, Microsoft Office and Microsoft 365.
• Experience supporting desktop hardware, applications and end-user devices.
• Good working knowledge of Active Directory and Microsoft Exchange.
• Knowledge of LAN environments, TCP/IP networking and connectivity issues.
• Experience with endpoint management, desktop imaging, software deployment and patching.
• Experience with Microsoft Endpoint Manager / Intune and/or SCCM would be advantageous.
• Knowledge of endpoint security, encryption and data protection.
• Experience supporting Android and iOS devices.
• Good understanding of RDP, VPN and other remote support technologies.
• Strong fault-finding and diagnostic skills, with the ability to resolve complex technical issues.
• Experience using IT Service Management or Service Desk systems.
• Excellent customer service and communication skills, with the ability to explain technical issues clearly to non-technical users.
• Strong organisational skills and the ability to prioritise competing demands.
• Ability to work independently and as part of a wider technical team.
• ITIL Foundation, CompTIA A+, Microsoft certifications or equivalent experience would be…