Desktop Support Engineer

Job Title
Desktop Support Engineer (IT)
Reporting to
IT Support Technician
Department code
Department Description:
Purpose of the Role:
The role of Desktop Support Engineer is to assist with installing, administering, supporting and
maintaining all elements of TLP’s IT service. This will include hardware, software, and cloud on
premise networks throughout our UK offices. Whilst this role is primarily based in our Gloucester
Head Office the successful candidate will work closely with the teams throughout the UK to provide
effective remote and field based support to our remote project sites.
Key responsibilities and accountabilities
As a key member of the IT Team the Desktop Support Engineer will be actively involved with all
aspects of the company’s IT provision. The role requires an enthusiastic, reliable and
approachable individual with excellent communication skills.
Main Activities
 Become a key point of contact for end user support requests.
 Developing knowledgebase articles and user guides for use by colleagues
 Assist with management, administration and support of information technology and
computer systems whether on premise or hosted by 3rd parties.
 Assist with the implementation of policies and procedures associated with our IT provision
for example, Internet Access Policy and Disaster Recovery plans.
 Help to ensure joiners and leavers are provisioned or de-provisioned in a timely manner.
 Contribute innovative suggestions on how our business could be improved through the
deployment and development of IT solutions.
 Become familiar with key hardware and software within the business including networks
and phone systems
 Provisioning of new starters (build workstations, mobile phones, desk phones, create
accounts etc) including providing orientation to new users of existing technology
 Provide individual training, assistance and support on request
 Maintain an accurate inventory and documentation of technology hardware, software and
resources through the helpdesk software
 Monitor and maintain technology to ensure target service levels are adhered too
Provide end user support and troubleshoot then resolve all technology issues including
escalation of issues to other team members and 3rd parties as required
Administration of our IT systems, both on premise or in the cloud including identity and
access management
Identify and prepare hardware for disposal when appropriate, ensuring hardware is
stripped and secured before disposal in line with the current IT equipment policy
Skills, Capabilities and Knowledge
The candidate must have some knowledge in the following areas:
 Computer hardware and software systems and programs. Such as Microsoft Office,
Sharepoint, Windows Server
 Computer networks. Basic network administration and network installation. An
understanding/awareness of IP,DNS, DHCP, routing and VPN
 Computer troubleshooting
 Computer viruses and security
 E-mail and internet programs such as Office 365, Outlook, IE
Experience in any of following technologies would be advantageous: Aerohive Wireless &
Switching, Juniper Firewalls, Dell Desktop Hardware, Sophos AntiVirus, Sage Accounts, Linux OS,
SQL Server, Oracle.
The candidate must demonstrate the following skills:
 Ability to install and administer computer hardware & software
 Analytical and problem solving skills
 Decision making skills
 Effective verbal, presentation and listening communications skills effective written
communications skills
 Computer skills including the ability to operate network administration tools,
spreadsheet, word-processing, graphics and website integration programs at a highly
proficient level
 Stress management skills
 Time management skills
Personal Attributes
The incumbent must demonstrate the following personal attributes:
 Be honest and trustworthy
 Be respectful
 Possess cultural awareness and sensitivity
 Be flexible
If you would like to apply for this role please send your CV and covering letter to
[email protected] For more information, see: Closing date for this role is 28th August 2015. No