Overview

Deskside Support 2nd Line Engineer (onsite) - London Bridge at CBRE UK

Job title: Deskside Support 2nd Line Engineer (onsite) - London Bridge
Job location: London Bridge
Working pattern: 5 days onsite (shift patterns)

About the Role

We are seeking a candidate with 2nd Line Deskside support experience who possesses exceptional technical knowledge of desktop deployments, hardware peripherals, and workstation decommissioning / recommissioning. As an Engineer, you will be the first point of contact for all IT Service Desk logged incidents and requests. You will need to have experience in deploying and supporting Windows 7, 10, and 11 environments, with basic Mac knowledge being an advantage. Additionally, you should have excellent content knowledge and mastery of Microsoft Office packages. Knowledge of ITIL, MCDST, MSA, CompTIA A+/Network+ certifications is an added advantage. The candidate should also have experience troubleshooting software and hardware problems through debugging, testing, and vendor assistance. The UK IT team consists of 16 Engineers and 4 Team Leaders, providing 2nd line technical support to the UK region. The team is onsite 5 days a week with a shift pattern (7am to 7pm) and rotations: 7am-4pm, 8am-5pm, 9am-6pm, 10am-7pm.

What You'll Do

• Assist with reported deskside IT related queries, via walk-ups, email and telephone.
• Investigate and evaluate reported end user problems escalated through the IT Service Desk.
• Troubleshoot hardware and software incidents logged via ServiceNow.
• Ensure all assigned tickets are actively worked on to achieve closure/resolution within the set SLAs.
• Maintain up-to-date notes on all assigned tickets.
• Communicate with end users on ticket status and provide recommendations on replacements or changes to resolve issues.
• Conduct daily printer and meeting room AV status checks to ensure uptime and minimize disruption.
• Contribute ideas for new technical solutions, including testing and installation of new releases.
• Work flexibly within the team and with other offices as required.

What You'll Need

• 2nd Line Field/Deskside support experience.
• Strong technical knowledge of desktop deployments, hardware peripherals, and workstation decommissioning/recommissioning.
• Experience deploying and supporting Windows 7, 10, and 11; basic Mac knowledge is an advantage.
• Excellent knowledge of Microsoft Office; ITIL, MCDST, MSA, CompTIA A+/Network+ is a plus.
• Experience troubleshooting software and hardware problems through debugging, testing, and vendor assistance.
• Experience supporting mobile devices (iPads/iPhones, Android).
• Printer troubleshooting experience.
• Experience assisting with meeting room AV setups (Zoom, Teams).
• Basic networking fundamentals.
• Active Directory (on-prem/Azure), Intune, O365, NTS permissions knowledge.
• Capable of working independently and as part of a team; flexible and customer-oriented attitude.
• Provide technical guidance and/or training to co-workers.

Why CBRE

Join CBRE, a global leader in commercial real estate services and investment. We value diverse perspectives and encourage all applicants. Our culture emphasizes respect, integrity, service and excellence.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.