Desktop Support Engineer

Position Summary

This role sits within the Infrastructure team and reports into the IT. Manager. As this particular appointment is a fixed term contractor role, the role will be locally Matrix-managed by the Systems Administrator in Sofia. The ideal candidate will be proactive by nature, have an exceptional aptitude for quick thinking and trouble-shooting and a steadfast interest in developing themselves within infrastructure or support services. Excellent communication and internal customer service skills are essential.
The Desktop Support Engineer is responsible for the deployment and support of IT. infrastructure, systems and application software, network services and data security to internal customers. The role holder provides complex technical support, resolving technical support issues including proposals to ensure systems availability to the customer. The role includes problem diagnosis and resolution and activities will comprise requirements analysis, testing integrating and managing components and applications.
Reinforcing the values of the business is a vital part of this role. Our three core values that shape the way we do everything are:
We only concern ourselves with the facts - we challenge accepted wisdoms
We have a desire for improvement - for ourselves, our colleagues and our clients
We believe in quality - we take the right time to deliver on our promise

Position Responsibilities
To provide front-line technical support to the Clients user base, through efficient and timely use of the help desk system, whilst endeavouring to meet the Service Level Agreement resolution times where ever possible
To perform daily examination of backup status, and rectify any issues that occur at the specified eCommera locations
To provide daily monitoring of systems availability, alerting the IT Manager immediately to issues regarding server, e-mail, or phones non-availability
To monitor and update as required the anti-virus definitions on both server and user workstations
Providing up to date information to the IT Manager regarding problem resolution status and possible impact of issues on related systems and staff
Assisting the IT Manager as requested for ad-hoc or project tasks
To provide daily management of the mobile telecoms equipment and service
Liaise with IT Manager regarding equipment procurement requirements
Research into new technologies applicable for the company, globally
To maintain equipment and software inventory

Person Specification
Able to communicate with users at all levels
Ability to problem solve
Able to prioritise
Flexible (occasional out of hours work may be required)
Proactive and positive can do attitude

Skills and Qualifications
Solid experience with install and management of Microsoft desktop operating systems
Familiarity with Microsoft server operating systems, specifically Windows Server 2003/8
Familiarity with Microsoft Office products
Familiarity with WAN and LAN products
Knowledge of Apple MAC operating systems and products
Knowledge of Telephone systems, both mobile and internal Switches
Knowledge of Networking and TCP/IP
Knowledge of Retail environment and applications an advantage

Education
A levels or higher
Microsoft desktop support or equivalent desirable
Attitude and experience weighted highly

Experience
Experience of supporting users in a multi-discipline environment

WA Consultants is an Employment Business and an Employment Agency as described within The Conduct of Employment Agencies and Employment Businesses Regulations 2003.