Desktop Support Engineer at Pracyva

Pracyva Limited is seeking a Senior Desktop Support Engineer to join our team in Cambridge, UK. This is a contract-to-hire opportunity, starting with an initial six-month contract, where you will serve as a key technical resource for our executive group.

Responsibilities

• Provide high-level desktop, laptop, and remote support for executive team members, including equipment deployment and replacement.
• Manage and prioritize support tickets using the ServiceNow platform, ensuring timely resolution and clear communication.
• Oversee desktop support resources to ensure all service level agreements are met.
• Develop and enforce technical standards and procedures for remote and desk-side support.
• Coach team members by setting performance expectations and providing ongoing feedback.
• Maintain a comprehensive knowledge database of technical issues and trends.
• Troubleshoot complex hardware, software, and peripheral issues across PC, Mac, and mobile devices.
• Act as the primary point of contact for IT queries, ensuring a professional and responsive experience for all users.

Must-haves

• At least 5 years of experience in service desk or desk-side support roles.
• Advanced technical proficiency in Windows 10, Mac OS, and Linux (Ubuntu/CentOS).
• Expertise in Active Directory and Exchange console management.
• Strong experience supporting VIPs or executive-level users.
• Proficiency with Microsoft Office, including deep knowledge of Outlook 365 and calendaring.
• Experience with remote support tools such as Bomgar.
• Excellent communication skills in English, with the ability to explain technical concepts to various stakeholders.
• A degree or diploma in a relevant field of study.

Nice-to-haves

• Relevant certifications such as MCP, MSCE, MSCA, HDI CSS, or Cisco.
• Working knowledge of ITIL frameworks, specifically regarding incident, problem, and change management.

Benefits

• Competitive day rate of £90 to £100 per day.
• Opportunity for a permanent position following the initial six-month contract.