EUC Engineer

This role provides technical support for end-user related tickets, managing ticketing queues and resolving issues within the office. Responsibilities include provisioning and building devices (laptops, mobile), installing end-user software, performing hardware upgrades and maintenance, and ensuring devices are patched to the latest security levels. The engineer will also support application packaging and deployment, troubleshoot complex issues, manage hardware assets, and provide AV technology support. The role requires a proactive approach to technical challenges and collaboration with global teams.

Must Have

• Provide technical support for end-user tickets.
• Provision and build laptops and mobile devices.
• Install and troubleshoot end-user software.
• Perform hardware upgrades and maintenance for devices.
• Ensure devices are patched to the latest security levels.
• Support application packaging and deployment.
• Manage and prioritize technical support tickets.
• Troubleshoot and resolve complex IT issues.
• Maintain accurate hardware asset records in Asset Panda.
• Support Audio-Visual technology (Poly issues).
• Prepare and support onsite events.
• Manage equipment purchasing.
• 5 years of hands-on IT Service environment experience.
• Proficiency in Windows, Mac, and virtual environments.
• Proficiency in M365 suite.
• Experience in an office environment.
• Strong communication skills.
• Ability to work independently and prioritize.

What We'll Bring:

Provide technical support for end user related tickets assigned from the ASC / Service Desk, or where end users are facing issues within an office, using Remedy to manage ticketing queues.

What You'll Bring:

• Through global aligned process, provision (build) devices (laptops & mobile devices) for new starters, break fix or refresh
• End user software and installation and any associated issues with automated installs where a local technician is required to remote or inspect a device
• End user device hardware upgrades & maintenance (including peripherals)
• As directed by global process, or standard update cycles ensure laptops are patched and maintained to the latest information security patch levels
• Supporting engineering colleagues in application packaging and deployment
• Work with EUC colleagues to manage tickets in a priority order and escalate for assistance as necessary. Often working alone or with a ticket stack which is owned by the individual
• Work with global GATS colleagues to troubleshoot and resolve more complex issues, often being the regional / in country lead for these issues
• Ensure new starter hardware is provisioned for day 1 and ensure new laptop builds and mobiles are built to standard build processes
• Maintain accurate records of hardware assets in the digital repository (Asset Panda) & follow global asset mgt process as directed by management
• Support and take direction from the Team Lead around stock inventory checks (reporting output to global EUC as part of global asset process launching February)
• Responsible for compliance with end user policies and strict adherence to Asset Panda standards
• As necessary provide global ticketing support and / or VIP support
• As necessary provide Exec / VIP support in country, often being the ‘face of technology’ in the office or across region
• Support the Audio-Visual technology up to level 2 type troubleshooting for Poly issues
• Prepare, plan & support onsite events as needed sauch as Town Halls
• Maintain cleanliness, and good order in the technology storerooms, and build rooms
• Responsibility for purchasing equipment
• Be prepared to face any technology challenge for an end user, and use experience to know when to work with other colleagues to overcome a situation.

Impact You'll Make:

Experience:

• 5yrs in an IT Service environment, with hands on technical experience of end user device build and support
• skills (or certification) in OS areas such as Windows, Mac, virtual environments
• proficiency across all end user collaboration systems such M365 suite
• worked in an office or satellite office environment

Core Skills:

• ability to work alone and to own prioritisation
• confidence in dealing with ‘C’ Suite / VIP level stakeholders (up to CEO) for tech issues
• excellent comms skills
• technical skills across end user devices and common applications (eg M365)
• ability to overcome challenges (technical) under pressure at times, and understanding when to reach out to global peers for support