End User Support Engineer

Arch Capital Group; Manchester; On-site; GBP 68,000 - 108,000; Full time

Job summary

Arch Capital Group seeks an experienced End User Support professional to deliver comprehensive deskside, mobile, and remote assistance from Manchester. You will manage incidents, provide VIP support, and ensure rapid resolutions across Windows, AD/Azure, and Teams environments.

You will guide problem tickets, communicate status to users, and collaborate with IT teams to improve desktop, mobile, and voice services. Office and security policies are emphasized in daily work.

Qualifications

• We prefer a bachelors degree in information technology or related field, or equivalent technical experience.
• We require 5+ years of End User Support experience.
• We require experience supporting VIPs and providing white glove IT services.
• We value understanding of Windows, Active Directory/Azure, Intune, and Office products.
• We value ITSM experience using ServiceNow or similar tools.
• We value strong problem-solving and troubleshooting skills.

Responsibilities

• Provide end user support across deskside, mobile, laptops, telephony, AV and related services.
• Own issues from problem/incident queues through to resolution.
• Handle escalations from end user support staff as needed.
• Identify and solve recurring technical issues affecting Windows, apps, mobile endpoints and voice services.
• Review IT problems to determine causes and best solutions.
• Explain resolutions and update tickets and end users.
• Escalate complex issues to EUS engineers or other teams.
• Maintain tickets with notes and categorization changes.
• Administer physical and virtual desktops, telephony, remote access, and mobile endpoints.
• Support incident management and SLA adherence.
• Handle IT equipment moves and setups, including desk moves and decommissions.
• Support Windows 11, AD, Group Policy, DNS/DHCP in TCP/IP and CMDB asset tracking, and Teams/VC tools.

Skills

VIP support

White glove IT

Citrix

VMware

Active Directory/Azure

Intune

Office products

Desktop & laptop management

Mobile device management

ITSM

ServiceNow

Problem solving

Troubleshooting

Communication skills

Organizational skills

Education

Bachelor's degree in information technology or related field

Tools

Citrix

VMware

Intune

ServiceNow

CMDB

Job description

Salary: £68,000 - 108,000 per year

Requirements

• We prefer a bachelors degree in information technology or a related field, or equivalent technical experience.
• We require 5+ years of experience in End User Support.
• We require experience supporting VIPs and providing white glove IT services.
• We value a good understanding of Citrix, VMware, V-Sphere, Microsoft Windows, Active Directory/Azure, Intune, Office products, installed application software, and desktop and laptop management.
• We value good understanding of mobile device management technologies and industry-accepted security policies.
• We value solid ITSM experience using ServiceNow or a similar tool.
• We value strong organizational skills and the ability to prioritize effectively in a fast-paced environment.
• We value strong interpersonal and communication skills for working with internal customers and external vendors.
• We value excellent problem-solving, diagnosing, and troubleshooting skills.

Responsibilities

• We provide comprehensive end user support across deskside support, mobile phones, laptops, telephony, AV, and related services.
• We take ownership of work assigned from problem and incident management queues through to final resolution.
• We receive and handle escalations from end user support staff as needed.
• We identify, solve, and help prevent recurring technical issues affecting the Windows desktop OS, installed applications, mobile endpoints, and voice services.
• We review and investigate IT-related problems to determine the cause and most appropriate solution.
• We explain problem resolutions and keep end users updated on the status of open trouble tickets.
• We elevate more complex issues to EUS Support II engineers or other support teams.
• We continually update problem tickets, including call notes and categorization changes.
• We administer physical and virtual desktop environments, telephone systems, remote desktop access, and mobile endpoints.
• We support incident management and work within SLA expectations.
• We handle IT equipment moves and setups, including desk moves, office setups, and decommissions.
• We support Windows 11, Active Directory, Group Policy, networking concepts and services such as DNS and DHCP in a TCP/IP environment, asset and license tracking via CMDB, and conference room meetings with Microsoft Teams and similar video conferencing tools.

Technologies

• Active Directory
• Azure
• Citrix
• CMDB
• Incident Management
• Support
• ITSM
• Mobile
• Security
• ServiceNow
• TCP/IP
• VMware
• Windows
• Cloud
• iOS

More

We are a company with a culture rooted in collaboration, expertise, and innovation, and we aim to promote progress and inspire our clients, employees, investors, and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In this role, we offer end user support across deskside, mobile, telephony, AV, and related technologies. The position is based in Manchester, United Kingdom, is full time, and requires office attendance five days per week. We also mention our talent community and job alert options for candidates who want to stay connected with us.

last updated 36 week of 2026