Job Description

1 Opening
TAUNTON

Role description

Desktop Support Engineer

UST is looking for a talented Desktop support Engineer to manage large scale infrastructure support, you will be working with one with one of our leading retail clients.


Location Yeovil (Somerset) Full Time onsite

About the role

The ideal candidate should have the ability to work creatively and analytically in a problem-solving environment, you must possess excellent written and verbal communication skills with the ability and know-how to collaborate effectively with domain experts and IT leadership team.

What you will be doing

Provide second-level technical support to clients via phone, email, or remote access tools. Troubleshoot and resolve IT issues promptly and professionally. Diagnose and solve hardware, software, and network-related issues. Escalate complex problems when needed. Establish and maintain strong client relationships by delivering excellent service, understanding client needs, and offering clear explanations. Maintain detailed records of incidents, solutions, and client interactions. Contribute to the knowledge base and best practices documentation. Stay updated on industry trends and emerging technologies. Share knowledge and assist in the professional development of the support team Work closely with other support teams, including L1 support and field service technicians, 3rd party vendors to ensure a seamless support process. Conduct post-resolution follow-ups to ensure client satisfaction and issue resolution. Assign tickets (Response SLA), resolve, and close those tickets (Resolution SLA) within the advertised timelines. Attend, and contribute to, meetings as required for normal business processes and service delivery / continuity. In the event of repeated equipment failure, coordinate with the problem management team or equipment manufacturers to determine root cause, and appropriate fix.

Qualifications:

Strong communication and customer service skills. Proficiency in diagnosing and resolving IT issues Minimum of 2+ years' experience in similar role. Flexible to work in different shifts. Ticketing tools like ServiceNow .

Skills

Remote Troubleshooting,o365 admin,Microsoft Azure

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact--touching billions of lives in the process.