Deskside Engineer(Level 1)
Role Title:
Title – Deskside Engineer (Level 1)
Business Unit - Managed Services – eir business
Location - Customer Site (Dedicated Engagement)
On-site requirement
Business Area:
Managed ServicesAbout This Role:
eir business is seeking an experienced Level 1 Deskside Engineer to join our Managed Services team, working as part of a dedicated onsite support team for a large enterprise client within the Dedicated Customer team. The successful candidate will work be expected to be familiar with & work day to day across a number of technologies, including Microsoft Office 365, Windows 11, Microsoft Exchange, Active Directory, & Cloud (Azure), as well as the latest Microsoft applications & solutions.
This frontline role provides deskside support with a focus on end-user experience, ensuring successful and timely solutions. It is team-based and supports broader service delivery.
We are currently hiring for three vacancies across different client accounts. Each client has their own expectations regarding on‑site requirements.
Please note that this role does require on‑site presence, and two of the three positions will require being in the office five days per week.
Expectations From The Role:
Key Responsibilities
User Support & Incident Management
Receive, log, triage, and resolve user reported incidents and service requests via approved channels (ticketing system, email, phone).
Provide firstline troubleshooting for hardware, software, networking, and enduser connectivity issues.
Ensure all tickets are accurately documented, updated, and progressed in line with SLA commitments, keeping customer informed & updated
Maintain ticketing queue, ensuring timely & effective outcomes with a focus on customer experience
Application troubleshooting and 1st level support
Identify & escalate complex or unresolved issues to second/third level support teams or third-party vendors in accordance with defined escalation procedures.
Ensuring a positive user experience and maintaining a customer-centric approach.
EndUser Computing & Deskside Support
Support Windows 10/11 desktops and laptops, Microsoft Outlook, Microsoft Office, and Microsoft 365 applications.
Perform laptop builds, rebuilds, device wipes, and replacement activities using approved images and processes.
Manage deskside hardware swaps and basic peripheral troubleshooting (monitors, docks, keyboards, mice).
Maintain spare device stock levels and ensure accurate asset tracking.
Microsoft 365 & Identity (Level 1 – SOP Driven)
Access Requests
Manage and assign File Permissions and Access Rights
Process standard file and application access requests using predefined access models and approval workflows.
No ad hoc permission changes or elevated access decisions.
Mobile & Endpoint Support
Provide Level 1 support for mobile devices (iOS/iPadOS) including device enrolment via Microsoft Intune.
Troubleshoot basic mobile application and connectivity issues.
Knowledge & Customer Experience
Create and maintain accurate knowledge base articles and user guides.
Provide clear, professional, and timely updates to users throughout the lifecycle of their tickets.
Actively promote a positive user experience and customercentric approach at all times.
Requirements For A Successful Application:
2–3+ years’ experience in a Level 1 IT support role, ideally within an enterprise or managed services environment.
Technical Skills (Level 1)
Hands-on experience supporting:
Windows 10/11 end user environments
Microsoft Office & Microsoft 365
Outlook and basic Exchange Online user support
Active Directory / Entra ID user-level administration only (passwords, unlocks, group membership)
Microsoft Intune fundamentals (device enrolment, basic troubleshooting)
Understanding of MFA, SSO, and identity concepts at a user support level.
Core Competencies
Excellent communication and interpersonal skills.
Strong customer service & customer experience mindset with attention to detail.
Ability to work under pressure and manage multiple tickets simultaneously.
Methodical approach with strong adherence to process and documentation.
A passion for delivering a highquality enduser support experience.
Desirable
Exposure to PowerShell scripting (readonly / awareness level).
ITIL Foundation awareness.
Additional Skill Requirements
Microsoft Specialist certification in Windows 10
A Microsoft MCP for Client or Server OS
Comptia A+
Others:
