End User Support Engineer

JR United Kingdom; Alexandria; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in Alexandria is seeking a permanent EUS Engineer to deliver on-site IT support. The role involves troubleshooting applications, desktops, and network systems while enhancing customer experience. Candidates should have a solid IT background and be proactive in problem-solving.

Qualifications

• Experience with data centres or server rooms.
• Understanding of desktop environment and PC technologies.

Responsibilities

• Provide face-to-face first and second line IT support.
• Participate in an on-call rota for out-of-hours support.

Skills

Problem-solving

Customer Experience

Education

Appropriate IT background

Tools

ServiceNow

Active Directory

M365 Admin

Hyper-V

Arcserve UDP

Job description

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Our client based in Alexandria, Dunbartonshire, requires a permanent EUS Engineer to provide face-to-face on-site IT support to customers. This includes answering ‘how to’ questions, providing first-time fixes where possible, and offering the most appropriate and efficient solutions. You should have experience with data centres or server rooms, including network and server support.

This role involves providing face-to-face first and second line support, which includes technical advice (both proactive and reactive) to customers on queries related to applications, desktops, mobile, and network systems. The support must meet established Service Level Agreements and quality standards aligned with customer expectations. Additionally, you will provide hardware support, including configuration and replacement of devices.

There will be a requirement to participate in an on-call rota, providing out-of-hours support when required by the customer.

The key element of this role is enhancing the Customer Experience, which requires a positive, proactive, and 'can-do' attitude.

EXPERIENCE

• Appropriate IT background and experience
• Problem-solving skills
• Understanding of a desktop environment, PC technologies, desktop/server hardware, and software architectures
• Experience with ticketing systems such as ServiceNow

- Windows 7 – 10 and 11

- Active Directory DFS

- M365 Admin (SharePoint, Teams, Exchange, Intune, AAD)

- Office 365 / Office 2016 / Office 2013

- Browsers: Internet Explorer, Edge, Chrome, Firefox

- Basic knowledge of server infrastructure, cabling, and networking

- Ability to identify hardware, software, network, and server issues

KNOWLEDGE

• Data centre/server room basics: power, cooling, cabling, fibre routes ingress and egress
• Networking: hardware, network software, core-distribution-edge topology, VLAN management, Wi-Fi, firewall administration, monitoring, and alerting
• Compute: Hyper-V, VMs, Windows OS versions, storage arrays, NAS, file shares, desktops, laptops, printers, OS updates, gold image creation
• Layered and third-party products: Active Directory, Group Policies, Office 365, Cynet, NIMSoft
• Backups and data replication: Arcserve UDP configuration and administration
• Business applications: Jonas, Sage, scripting