Senior Desktop Support Engineer - 3rd Level Support

This position will have responsibility for ensuring the smooth operation, maintenance and optimisation of computer systems within the region and as part of the wider IT function globally.,

• Candidates must possess strong problem-solving, analytical and communication skills, in addition to in-depth technical knowledge of Active Directory, Group Polices, Powershell, LDAP, Microsoft MECM or other similar tools.


• Provide subject matter expertise in enterprise IT systems MECM, JAMF platforms in a complex and predominantly Windows 10/11 environment, with some Apple IOS devices.


• Configuration, support, administration and monitoring of the following:


• Microsoft Infrastructure - AD, Access & Security (GPOs, File & Print)


• Desktop support - Primarily Windows 10/11 with some Apple


• Server Hardware & Operating Systems (Dell, Windows)


• Systems Management, Imaging, Security Patching.


• Apple IOS Management - Mobile Device Management


• Endpoint Management - autopilot


• Antivirus & Encryption Solutions - Cortex, BitLocker.


• Storage & Backup Systems


• Networking - Good basic understanding required of TCP/IP, Cisco Routing/Switching/WiFi


• Meet or exceed monthly, quarterly and annual department metrics.


• Ensure standardization and compliance with company policies and procedures across all desktop systems


• Deliver action plans to your Manager on how performance standards will be met.


• Troubleshoot hardware and software issues, diagnose problems, and implement solutions to resolve them in a timely manner.


• Establish exceptional relationships with various departments, consultants, external agencies and leadership resulting in increased process efficiency, improved communication, and reduced cycle time.


• Utilise various sources of data to analyse, suggest opportunities for process improvements & implement system changes throughout team.


• Maintaining robust records on lifecycle management including asset management, inventory control and so on that will stand up to ISO27001 audit


• Train employees on operational process and available tools. Plans for intermediate and long-term department needs, computer systems, training, facilities and supplies.


• Maintain a collaborative and productive working relationship with their peers.


• Achieve service level goals and quality targets, managing and coaching employees to department performance standards.


• Adheres to change control processes and procedures


• Accurately documents and communicates instances of system failures, repairs, installations, or changes.


• Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.


• Implement, communicate and interprets new and existing policies and procedure to staff members.


• Assumes and performs other duties as assigned.
  
  Relevant work experience including but not limited to hands-on hardware troubleshooting experience; ability to read and understand technical manuals, documentation, and guides; excellent technical knowledge of desktop and server hardware and software, including all current versions of Windows, Microsoft Office applications, and PC hardware.


• Solid experience of working with windows imaging technologies, Microsoft System Centre/MECM


• Solid experience of working with Microsoft Intune


• Excellent troubleshooting technique and knowledge.


• Deep understanding of an ITIL compliant environment, and some experience of Servicenow for all aspects of this.


• Basic to intermediate knowledge in TCP/IP networking, Wi-Fi, and server-client relationships


• Fluency in English, both written and oral communication.


• Excellent verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence


• Proven capability to handle challenging situations, a positive attitude with passion and drive.


• Shows aptitude, initiative and follow through, and has strong project management skills.


• Typically requires a bachelor's degree and a minimum of 5 years of related experience at the level of senior technician or engineer. Suitable experience and relevant certification credentials may be accepted as an alternative to related degree.


Preferred Qualifications:

• Computer related qualifications and certifications will be viewed favorably, especially in SCCM and related disciplines


• Proficiency in other European languages is desirable but not essential.
  
  Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company's inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class - while empowering the community to take control of diabetes. Dexcom reported full-year 2022 revenues of $2.9B, a growth of 18% over 2021. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 8,000 people worldwide.
  
  A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.


• A full and comprehensive benefits program.


• Growth opportunities on a global scale.


• Access to career development through in-house learning programs and/or qualified tuition reimbursement.


• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.


To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.