Desktop Support Engineer

• Deliver comprehensive 1^st and 2^nd line internal IT support across hardware, software and network services ensuring a productive and seamless working environment
• Utilise your technical expertise to identify innovative solutions and streamline processes to enhance the user experience
• Enhance your skillset and gain valuable hands-on experience by working closely with System Administrators, DevOps Engineers and various technical teams

We are looking for a solution-driven Desktop Support Engineer to join our Tech Ops team here at TelXL. We specialise in CCaaS (Contact centre as a Service (SaaS)) creating and delivering Voice, Digital and Omnichannel solutions. We work in the Channel, partnering with MSPs, Resellers and VARs to deliver exceptional customer experience.

As a Desktop Support Engineer, you will play a vital role in providing technical assistance and support to our dynamic internal teams, ensuring they have the tools and resources needed for efficient and effective operations. Primarily, you will be providing desktop support and assist with server admin and maintenance across our business.

This role offers a great opportunity to learn and explore various areas of the business enabling you to gain a greater insight into Dev Ops and Software Development to grow your skills and knowledge within the Tech Ops team.

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Responsibilities as a Desktop Support Engineer;

• Provide 1st and 2nd line IT support ensuring timely responses to employee incidents and requests
• Strive for first-time fixes on incidents and requests, documenting resolutions to enhance future support efforts and minimize escalations
• Efficiently escalate critical issues to ensure minimal disruption and timely resolution, maintaining visibility throughout the process
• Procure, build, and maintain PCs, laptops, and other hardware, ensuring effective asset management and facilitating user modifications as needed
• Support and enhance TelXL’s information and cybersecurity practices, ensuring compliance with industry standards such as CE+, ISO 27001, and PCI-DSS
• Contribute to continuous improvement of IT support processes by creating knowledge articles, conducting user inductions, and promoting best practices through training and documentation

Requirements

• At least 2 years’+ experience as a Desktop Support Engineer / 1^st / 2^nd Line IT Support or similar role in a Windows environment
• Experience with Windows 11, Server 2019, Microsoft 365 and Active Directory
• Strong troubleshooting skills with a proactive approach to problem solving