Senior Desktop Support at Unify Talent - IT, Digital & Tech Recruitment, Newport, £250-£300 per day

Senior Desktop Support Engineer

£250-300 per day, Outside IR35

Initial 5 Month Contract (very likely extensions)

Hybrid - 2-3 days per week in Newport office

About the Role

We’re working with a services business that has several sites and needs a Desktop Support Engineer to look after its staff, their devices and the day-to-day IT they rely on.

This is a hands-on role, done face to face with users. Many of the people you’ll support are not confident with technology, so a big part of the job is showing them what to do, explaining things in plain language and fixing problems at their desk rather than over the phone.

The business uses Microsoft 365, Intune and a mix of on-premise and cloud systems. A separate infrastructure team looks after the servers and cloud platform. Your job is the user side: devices, printers, Wi-Fi, accounts and connectivity.

The role suits someone who has worked in a small or mid-sized company, has been close to the users, and is used to being the person people come to when something stops working.

Key Responsibilities

User support

• Be the first person staff come to with IT problems, in person, by phone and through the ticket system.
• Show users how to use their devices, software and Microsoft 365 tools, and explain fixes in plain language so they can manage themselves next time.
• Visit users at their desks and at other sites to fix problems directly.

Devices and peripherals

• Set up, repair and replace laptops, desktops, monitors and mobile devices.
• Troubleshoot and fix printers, scanners and other peripherals.
• Work out whether a fault is in the device, the network or the user’s account, and fix it or pass it to the right team with clear notes.

Network and connectivity

• Troubleshoot Wi-Fi and wired network problems for users and devices.
• Connect PCs, printers and other devices to the network and to servers, including network drives and shared resources.
• Support users who connect to virtual machines or virtual desktops, and know enough about how these work to diagnose common problems.

Microsoft 365 and accounts

• Create and manage user accounts, passwords, mailboxes and permissions in Microsoft 365.
• Enrol and manage devices in Intune, following existing policies.
• Build and support simple Power Apps for teams across the business.

Records and process

• Log and update tickets so there’s a clear record of what was done.
• Keep device and asset records up to date.
• Write short how-to guides for common problems.

Experience Required

• At least 2 years in a desktop support, IT support or 2nd line support role.
• Experience supporting users face to face, preferably in a small or mid-sized business where you were close to the people you supported.
• Hands-on experience fixing laptops, desktops, printers and peripherals.
• Working knowledge of networking basics: IP addressing, DHCP, DNS, Wi-Fi, and connecting devices to a network and to servers.
• Experience supporting Windows 10 and 11 and Microsoft 365, including user and mailbox administration.
• An understanding of what virtual machines are and how users connect to them.

Skills and Attributes

• You can explain technical problems to people with little IT knowledge in a calm, clear and patient way.
• You’re happy being on your feet and moving between desks, rather than staying at one desk all day.
• You work through problems logically and can tell whether a fault is hardware, software, network or account related.
• You keep clear notes so others can follow what you did.

Desirable

• Experience with Intune device enrolment and management.
• Experience building or supporting simple Power Apps.
• Familiarity with Cisco Meraki Wi-Fi and networking equipment.
• Experience supporting users on Citrix or Parallels virtual desktops.
• A relevant certification such as CompTIA A+, CompTIA Network+ or Microsoft 365 Fundamentals.

Please apply by submitting your latest CV for immediate review by our Talent team.

Thanks