Desktop Support Engineer (Associate II - Cloud Infrastructure Services)

UST

  • Taunton, Somerset
  • Permanent
  • Full-time
  • 7 days ago
Job Description:Desktop Support EngineerUST 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 roleThe 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 AzureAbout Company: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.

UST