Job description

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Desktop & Field Support Engineer (0903)

  • Location of work:
    Kingston
  • Brand:
    dnata Travel
  • Department:
    IT
  • Salary:
    Competitive

Desktop Support & Field Engineer - Kingston (Onsite)

We are now recruiting for a Desktop & Field Support Engineer based out of our Kingston office, to join our growing team in a fast-paced environment, supporting, securing, maintaining and delivering new Infrastructure Solutions into a large and complex estate.

To be considered for this role you need to be an excellent communicator able to clearly understand, solve technical issues and have a superior level of knowledge of infrastructure technologies & best practices and be comfortable working as part of cross functional and cross site teams

 

About us:

dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag, Travel Republic, and Sunmaster. These brands are based at offices across the UK including Preston (Leyland), Kingston-upon-Thames, Chester and Halifax.

 

The role:

The role holder will be part of IT Service Management within dnata Travel with an objective to:

  • Provide technical support on end-user devices including desktop/laptop/mobiles/printers/peripherals/ 
    conference units ensuring all related incidents & service requests are appropriately categorized, prioritized 
    and resolved within SLA. This includes visiting sites across UK where users are based.
  • Ensure regular status updates are provided to customers until incidents are resolved or service requests are fulfilled 
  • Collaborate with 3rd line Infrastructure Engineers on System builds, OS & Application packages & OS/Software patches to ensure the latest builds are deployed across end-user estate
  • Visit Retail stores & remote sites to provide IT support & conduct IT health check on-site 
  • Ensure latest versions (including patches) of OS & Business application software is deployed across all end [1]user devices
  • Own & lead the end-user asset management process including asset stock & inventory
  • Ensure the asset register in our ITSM tool is up to date
  • Ensure assets are tagged appropriately, as per agreed naming convention, as part of asset provisioning
  • Update & maintain CMDB linking assets to users to location, etc.
  • Create & maintain a standard end-user device model which reflects in the service catalogue
  • Research on latest end-user products and conduct tests on latest products to maintain an updated end-user device standard
  • As an ICT support professional, ensure all hardware/system issues are addressed within SLA
  • Improve the way we work, through your expertise & ideas, by helping the Team Leader in developing the current processes & refine systems so they are more efficient
  • Collaborate with facilities team to ensure workstations are maintained to high level standards including structured cabling
  • Provide technical guidance, when required, to the 1st & 2nd line team 
  • Support IT projects related to software & OS deployment
  • Complete hardware installations
  • Conduct hardware & OS audits in-line with agreed processes
  • Ensure to document processes & update the ITSM FAQ, KB, KEDB, Service Desk operating procedure document reflecting new/changed processes
  • Pro-actively identify opportunities to improve service and automate processes
  • Participate in the on-call rota to provide out-of-office hours support
  • Travel to various company locations nationally, as required

 

Accountabilities:

  • Ensuring end-user IT device estate is up-to-date
  • All OS & software applications are patched and up-to-date
  • Managing & maintaining the end-user asset register, process & inventory
  • Conducting IT health check & support to remote users & retail stores
  • Collaborating with 3rd line infrastructure to ensure OS & application builds are automated & ready for 
    deployment 
  • Resolve IT incidents to ensure minimum impact to users due to incidents related end-user devices

 

Qualification & Education:

  • Degree or Honours (12+3 or equivalent)
  • ITIL certified
  • Any additional desktop administrator certifications is an advantage. example: Mircrosoft365, CCNA, CompTIA A+
    Experience:
  • Minimum 4+ years’ experience in a similar role 
  • Experience in both physical & virtual Desktop technologies
  • Triaging at LAN / WAN / Switch level
  • Expert knowledge of Microsoft Windows Operating Systems 
  • Proficient in software builds & deployment technologies such as Microsoft Endpoint Manage, SCCM, InTune, MDM, 
    Ivanti Landesk
  • Active Directory, O365, GPO’s and DNS
  • Microsoft Office software & Exchange
  • AV & Enterprise security products
  • Experience in troubleshooting desktop and laptop hardware issues
  • Experience in End-user device provisioning & OS deployment methodologies
  • Experience in troubleshooting TCP/IP network connectivity issues including Telephony/VOIP Systems
  • Experience of setting up networked printers
  • iPhones and Android devices
  • Experience in the travel industry is preferable

 

Others:

  • A full UK driving license is essential
  • Remuneration is given for on-call

 

 

If this sounds like a role you’d be interested in, then please send us your CV and we’ll be in touch ASAP!

 


 
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Location
Kingston
Clarendon House, 147 London Road, Kingston-upon-Thames, Surrey, United Kingdom, KT2 6NH
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