Þsktop Support Engineer

The role is part of the team responsible for the management, support, development and implementation of End User Computing services within Rentokil Initial, Globally. Working within the End User Engineering team you will be part of the team responsible for helping drive forward the End User standards. The End User Engineering team help define the End User Vision Strategy that is adopted by Rentokil Initial IT Teams across the world, our vision is to provide standard, managed, secure devices which end users use to access corporate applications and data. We aim to give our colleagues a consistent and delightful experience across any device. Operating within the Rentokil Initial Service management framework, the team are responsible for the management and escalation of high priority incidents and outages, working closely with Service Delivery to ensure support is delivered within the agreed SLA’s. Key Tasks: Use Microsoft Deployment Server and related tools to produce desktop images, manage and maintain these images on a 3 monthly cycle to apply current software updates and patches. Helps maintain the UK Software Deployment Solution. Works with the Airwatch\Workspace ONE EMM Service Owner to help maintain the Airwatch Mobile Management Platform. Work with the Team to promote and implement the End User Computing Strategy across a variety of different platforms, i.e - Windows, Chrome OS, Android, iOS, MacOS Provides technical expertise to enable the correct application of operational procedures. Installs or removes hardware and/or software, using supplied installation instructions and tools; follows agreed standards Conducts tests of the hardware and/or software affected using supplied test procedures and diagnostic tools. Helps to resolve problems and faults, and corrects malfunctions, calling on help from more experienced colleagues if required. Documents results in accordance with agreed procedures. Provides guidance and assistance to less experienced colleagues in the execution of routine tasks and ensures that all safety, security, clerical and administrative procedures are completed correctly. Provides assistance to users in a professional manner following agreed procedures for further help or escalation of request. Maintains accurate records of user requests, contact details and outcome. Provides feedback to users. Contributes, as required, to the development of installation procedures and standards. Carries out all routine tasks associated with operating and controlling the installed hardware and software. This may include multiple hardware or software platforms. Following agreed procedures, carries out routine configuration/installation and provides sufficient information for reconfiguration of hardware and software. Implements network changes and maintenance routines, utilising the appropriate tools and test equipment. Facilitates and oversees installation, removal, upgrading and repair of equipment . Contributes to preparation of software implementation procedures with fall back contingency plans. Installs, tests and evaluates new versions of system software. Investigates potential and actual service problems and recommends solutions. Analyses change and system requests. Follows formal procedures to plan and test proposed solutions. Prepares and maintains operational documentation (including diagrams and models) for relevant system software products. Advises systems development and service delivery staff on the correct and effective use of system software. Requirements 3 years demonstrable experience in a 2nd/3rd line desktop support role. Previous experience managing an MDM/EMM solution such as Airwatch/Workspace ONE. Experience supporting a variety of different systems including Windows, ChromeOS, Android and Apple devices. Some experience packaging and deploying applications is desirable. Ability to implement and manage printing solutions such as Papercut. Able to demonstrate a knowledge of supporting an end user security stack including Antivirus, EDR, Firewall, Encryption products as a minimum. Knowledge of scripting, Powershell etc is a bonus. Knowledge of Android and Android Enterprise. Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly. Maintaining focus on agreed objectives and deliverables. Understanding the needs of the internal or external customer and regularly checking with the customer when taking actions or making decisions. Meeting targets and fulfilling agreements even when adverse circumstances prevail. Applying appropriate quality standards to all tasks undertaken and ensuring that nothing is overlooked. Communicating effectively by word of mouth. Benefits Competitive salary RI Rewards 23 days holiday