Desktop Support Engineer; SC Cleared Onsite

Job Title :

Desktop Support Engineer (SC Cleared) 100% Onsite

Location :
Leiston, UK

Special Working Conditions :

This is a 100% onsite role (candidate must work from the Leiston office daily).

Candidate must have a UK Full Driving License and be ready to travel between multiple customer sites within approximately 25 miles of Leiston.

A site vehicle will be available onsite for travel within the required locations.

SC Clearance is mandatory.

• 7:00 AM to 4:00 PM
• 8:00 AM to 5:00 PM
• 9:00 AM to 6:00 PM
• 10:00 AM to 7:00 PM

Must be willing to work out of hours as required (with prior approval from Site Lead).

Desktop Support IT Engineer plays a crucial role in ensuring smooth operation of the organisation's computer systems by providing technical assistance and support to end-users.

The primary objective is to diagnose and resolve technical issues promptly, ensuring minimal downtime and maximum productivity.

Implementation and maintenance of IT Infrastructure to meet operational and project needs.

(This position is an individual contributor role and part of a team)

• Troubleshooting and resolving issues relating to networks, applications, software, hardware, VPNs, printers, and mobile phones.
• Managing incident queues.
• Handling calls with customers; VIP user management.
• Vendor management.
• Responding in a timely fashion to reactive or proactive incidents.
• Recording and documenting incident tickets.
• Monitoring phones, emails, and Microsoft Teams chat for any incoming incidents.
• Management of Win-10 devices (MMD Microsoft Managed Devices).
• Technical troubleshooting, issue identification, and resolution of various services running in the Windows 10 operating system.
• Antivirus management (Defender / McAfee).
• Device movement from one desk to another as per requirement / project need.
• Unpacking and repackaging laptops / desktops, labeling, and delivering devices to users' desks, homes, or other offices as part of device handover / collection.
• Help in creating technical project documentation, reports, and manuals.
• Building and deploying workstations (laptops / desktops) with standard approved images.
• Providing Tech‑Bar support for users' queries and technical resolutions.
• Hardware asset and CDM management.
• IT desk moves, patching, training / meeting room setup, loan laptop management, and setup.
• Managing IT kit retirement and moving devices to disposal areas.
• Printers providing primary support including replacing consumables.
• Active Directory group management, account unlocks, and password resets.

• Experience troubleshooting issues on Windows 10 operating systems.
• Knowledge in installing and configuring Starlink satellite network devices.
• Experience in configuring iPhone / iPad.
• Creating or deleting IDs for Joiner / Leaver / Mover on Azure portal.
• Knowledge in creating new Microsoft Teams groups via Teams admin portal.
• L1 support knowledge of Applications and SharePoint.
• L1 troubleshooting support for Office Apps.
• Effective communication skills.
• Ability to multitask and manage time efficiently.
• Customer service experience.
• Strong written and verbal communication and interpersonal skills.
• Self‑motivated and willing to learn.
• Proven ability to work well with both technical and non‑technical staff.
• Proven ability to work independently on multiple tasks with commitment and ownership.
• Excellent problem‑solving and root cause analysis skills.
• Proficiency in understanding, analyzing, and defining corrective actions for tickets raised by users.
• Understanding of virtualization and Intune administration.
• Knowledge of supporting conference room devices.
• Knowledge of managing cloud printing.
• Experience managing asset inventory.
• Desktop support experience in Microsoft Managed Desktop environments.
• ITIL certification or process knowledge.

Provides the information people need to perform their jobs and to feel engaged with the team and organization.

Delivers informative and quantifiable updates to enable accurate and timely decision‑making.

Uses rigorous logic and effective methods to solve complex problems.

Probes all potential sources…