Associate Deskside Support Engineer

CamWebDir; Cambridge; Remote; GBP 40,000 - 60,000; Full time

Job summary

Arm is seeking a Deskside Engineer to join an onsite team of dedicated engineers supporting Arm users. You will ensure the best IT user experience across Linux, Windows and Mac, including mobile devices, and collaborate with the deskside team to handle escalations beyond the service desk.

The role is office-based at our Cambridge hub with a rota to cover the Cambridge Office Tech Hub. You will contribute to improving user experience and directly support 10,000 users worldwide.

Qualifications

• Hands-on experience with Linux, Windows and Mac in an enterprise environment.
• Ability to support Office 365 across operating systems.
• Ability to work to tight SLA's and KPIs while focusing on end-user experience.

Responsibilities

• Proactive and reactive end-user support across key locations.
• Represent the human face of technology to office users.
• Work as a team providing a global support function across Arm offices and time zones.
• Support 10,000 users on Linux, Windows and Mac and related OS.
• Accountable for technology support wherever and however it is used.

Skills

Linux support

Windows support

MacOS support

Office 365

SLA/KPI management

End-user support

Job description

Job Overview

Could you work as part of an onsite team of dedicated engineers supporting Arm users?

As a Deskside Engineer within Arm you will work within a team focusing on end user experience of IT across all of our functions, from engineering to marketing. You will have the responsibility of ensuring that all of our users have the best possible IT user experience regardless of the operating system they work on or their technical ability.

Supporting Linux, Windows and Mac, as well as mobile devices, striving to continually excel in everything you deliver.
The deskside engineering team is responsible for all support requests that cannot be fulfilled by our service desk or remote support teams, from new user device orientation to support of sophisticated desktop issues.

This is an office based role which includes covering our Cambridge Office Tech Hub on a rota basis.

Responsibilities

• Proactive and reactive support across the key geographic locations.
• Represent the human face of technology to all office users in our key offices.
• Working as a team providing a global support function across all Arm offices and time zones.
• Supporting 10,000 users on Linux, Windows and Mac and operating systems.
• Accountable for the support of technology however and wherever it is used.

Required Skills and Experience

• Ability to support all forms of technology from laptops to audio video and everything in between.
• Hands on technical experience of either Linux, Mac and Windows operating systems in an enterprise environment.
• Experience of supporting Office 365 across various operating systems.
• Ability to work to tight SLA's and Key Performance Indicator's while still ensuring you focus on end user experience. Establishing rapport with our users is essential.

Nice To Have Skills and Experience

• Basic hardware fault diagnosis, resolution and setup helpful!
• Experience of front line, hands-on support in a technology organisation or similar enterprise.
• A passion to personalise and lead the outcomes and your own success
• Experience of consistent and concise communication across all levels of business and technology!

In Return

At Arm, we are guided by our core beliefs that reflect our creative culture and guide our decisions, defining how we work together to surpass ordinary and shape extraordinary.

Accommodations at Arm

At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email [email protected]. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.

Hybrid Working at Arm

Arm’s approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.

Equal Opportunities at Arm

Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.