Location: London Paddington
Work Model: Hybrid 4 Days in Office, Friday work from home
12 Months contract
Our client is seeking a passionate and skilled Desktop & MS 365 Teams Support Engineer to deliver exceptional end user support. This role is central to ensuring our colleagues have a seamless experience with their desktop environments and MS 365 Teams collaboration tools. You will be the go-to expert for troubleshooting, guidance, and proactive support, helping users stay productive and secure.
Key Responsibilities:
- Deliver outstanding second line support for all desktop, laptop, and mobile device issues, with a focus on Windows platforms and MS 365 Teams.
- Act as the primary escalation point for complex desktop and Teams-related queries, ensuring rapid and effective resolution.
- Collaborate closely with first line support to guarantee a smooth handover and excellent customer experience.
- Proactively manage device performance, patching, and security, minimizing risks and downtime for end users.
- Provide expert guidance and training to users on MS 365 Teams features, best practices, and new technologies.
- Design and implement desktop solutions tailored to business needs, with a user-centric approach.
- Maintain up-to-date documentation for support processes, user guides, and system configurations.
- Participate in IT projects, including deployments, upgrades, and service improvements, always advocating for the end user.
- Manage IT assets, coordinate warranty repairs, and ensure accurate tracking of equipment.
- Contribute to weekly service management reviews, sharing insights on user support trends and opportunities for improvement.
- Committed to delivering the highest standard of end user support.
- Excellent communicator, able to explain technical concepts to all levels of the business.
- Proactive, adaptable, and eager to embrace new technologies.
- Strong organizational skills and attention to detail.
- Expert knowledge of Windows desktop operating systems and MS 365 Teams user support.
- Deep experience with MS 365 desktop applications,
- Proven troubleshooting skills for desktop hardware, software, and network issues.
- Experience with security best practices, patch management, and compliance.
- Familiarity with virtualization, cloud platforms, and remote support tools.
- Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator, CompTIA A+) are a plus.
