Desktop Support Engineer II

Job Profile SummaryThe Desktop Support Engineer is a key role in the ITS team. As a Desktop Support Engineer you will be expected to provide a high level of technical support to the internal business by working from support tickets and requests from Service Desk. As you will be responsible for meeting with internal employees you would be expected to apply creative problem-solving techniques to identify the source of problems; keeping the customer informed; and identify subsequent escalation paths by making use of information passed on by Service Desk and the end users. Key ResponsibilitiesEnsure that all assigned tickets are updated regularly for the users & your teams benefit.Ensure that all work has been logged accurately to serve as updates to end users and a log for ITS team members.Ability to prioritize by working closely with Service Desk to ensure all matters are attended to in a timely manner.Provide support for the Service Desk.Resolve telephone, remote & face to face queries.Update knowledge base and Wiki for known problems.Produce documents and reports to Management’s satisfaction.Utilize the information pulled from the reports to create an intelligent trend analysis.Expand own technical and non-technical knowledge, of equipment and the business environment in which we are deployed.Be process driven to insure continual improvement of Desktop processes to fit in with changing business needs.Carry out other responsibilities as determined by the ITS Manager and Team Leader.Responsible for adhering to company security policies and procedure as directed.              Active DirectoryKeeping user workstations and laptops in correct containers to ensure correct policies are applied.Adding workstations and laptops to the domain.Manage workstation group policies for the EMEA locations which involves setting up and maintaining the policies.              Service Desk OnlineIncident and request management.Regular updates to end users.Managing incident SLA’s to ensure timely resolutions.Logging all work and troubleshooting steps.              Stock ManagementResponsible for monitoring stock levels.Responsible for notifying Service Desk of low stock levels.Responsible for maintaining standards and tidiness in the inventory room. Operating SystemsProficient in Microsoft Windows XP & Windows 7.Apple Macintosh OS X. HardwareTroubleshoot, maintain, upgrade and the deployment of Dell OptiPlex workstations.Troubleshoot, maintain, upgrade and the deployment of Dell Latitude laptops.Troubleshoot, maintain and deploy LifeSize video conference units which includes being available for Leadership meetings and testing the units prior to important meetings.Image deployment and creation for Microsoft Windows.Troubleshoot and maintain HP, Xerox and Canon printers.Receiving and monitoring stock to keep Service Desk updated and void outages. KnowledgeA sound knowledge of current & immerging IT technologies.Working knowledge of a support/customer service environment.Networking understanding. SkillsHighly motivated and willing to adapt and change according to the needs presented.Use own initiative and take proactive approach to problem solving.Ability to work well within a team.Good problem solving ability and time management practices.Highly motivated and willing to adapt and change according to the needs presented.Use own initiative and take proactive approach to problem solving.Think "Big Picture" with regards to our customer's business goals. Always go above and beyond for the customer.Be well organized, a problem-solver, and have a "do-it-now" attitude.Excellent written and verbal communication skills.Ability to communicate professionally and work well under pressure.Have a high analytical/problem solving ability.Enjoy working with customers and people in general.Be a perpetual learner.Preferable additional skills are: Smart Phones, Video conferencing. EducationHigh school diploma or equivalent required.Bachelor’s degree in Computer Science, MIS or related technical field preferred. CertificationsMCSA, MCDST required.MOS Certifications preferred.ITIL certification or proven implementation of ITIL practices preferred.Experience2+ years of experience.Experience in a Desktop Support Environment with Windows XP or Windows 7 operating systems. Physical DemandsGeneral office environment.May require long periods sitting and viewing a computer monitor.Moderate levels of stress may occur at times.No special physical demands required. DisclaimerThe above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future. More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.