End User Support Engineer I

McNeil & Co.; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

Arch Capital Group Ltd. in Manchester seeks an experienced End User Support specialist to deliver deskside, mobile, telephony and AV assistance. The role requires clear communication and adherence to established IT processes. Office attendance is five days per week.

The ideal candidate will demonstrate strong problem-solving abilities and comprehensive knowledge of Windows, Citrix, VMware, Exchange/Office apps, and ITSM practices, including ticketing and SLA management.

Qualifications

• Bachelor’s degree in information technology or related field preferred; equivalent technical experience considered.

Responsibilities

• Handle work from incident management queue to final resolution.
• Identify, solve and prevent recurrence of technical problems affecting Windows desktops and apps.
• Update end users on ticket status and escalate complex issues as needed.
• Manage desk moves, office setups and decommissions with IT operations.
• Support conference rooms and video collaboration tools such as Teams.

Skills

Citrix

VMware vSphere

Windows 11

Active Directory / Azure

Intune

Office 365

ITSM

ServiceNow

Education

Bachelor’s degree in information technology

Tools

Citrix

VMware vSphere

Remote Desktop Services

Intune

Azure AD

Job description

With a company culture rooted in collaboration, expertise and innovation, 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 short, We Enable Possibility.

JOB SUMMARY

End User Support will provide comprehensive support covering deskside, mobile phones & Laptops, telephony, AV and more. The role demands excellent problem-solving skills, clear communication, and the ability to operate within established processes and procedures.

Office attendance – 5 days per week

RESPONSIBILITIES and ACCOUNTABILITIES

• Responsible for work assigned from a problem or incident management queue to final resolution; may also receive escalations from end user support staff
• Identify, solve, and prevent the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points, and voice services
• Review and investigate all IT-related problems to determine cause and most appropriate solution and provide information and explanation to end users on problem resolution
• Keep end user updated on the status of open trouble tickets and elevate more complex problems to EUS Support II engineers or other support teams
• Continually update problem tickets including call notes with status and categorization changes
• Responsible for the administration of the following end user support functions: Physical and virtual desktop environments (Citrix preferred) Telephone systems (RingCentral preferred) Remote desktop access Mobile end points (IOS environment) Incident management / Understanding of SLAs IT Equipment moves and setups within the business (Desk moves, office setups and decommissions) Windows 11 Active Directory (Basic knowledge & Awareness) Group Policy (Basic knowledge & Awareness) Solid understanding of networking concepts and services such as DNS, DHCP in a TCP/IP environment Asset and license tracking (via CMDB) Assist with conference room meetings including supporting Microsoft Teams and similar video conferencing tools

JOB SPECIFICATIONS

• Knowledge & Skills: 1. A good understanding of assigned technology platforms including Citrix, VMware, V-Sphere, Microsoft Windows, Active Directory/Azure, Intune, Office products, installed application software and management utilities, desktop and laptop. 2. Excellent organizational skills. Ability to manage time well in a fast-paced environment, prioritizing incidents & tasks frequently. 3. Good understanding of mobile device management technologies and industry accepted security policies. 4. Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors. 5. Effective Customer service skills. 6. Excellent problem solving, diagnosing and troubleshooting skills. 7. Solid ITSM experience utilizing ServiceNow or similar tool.
• Education & Experience: Bachelor’s degree in information technology or a related field preferred; equivalent technical experience considered. 5+ years of experience in End User Support. Experience in supporting VIPs and providing white glove IT services is required.

EMPLOYER INFORMATION

14101 Arch Europe Insurance Services Ltd Arch Capital Group Ltd. is a Bermuda-based specialty insurer that provides insurance, reinsurance and mortgage insurance on a worldwide basis. With a 20+-year track record of delivering results and a coveted position on the S&P 500 index, Arch is a great place to grow your career.

Attention Job Seekers: Arch Capital Group Ltd. (Arch) and its affiliates take your interest in working here very seriously. Please be vigilant to fraudulent activity if you receive a communication or email asking you to submit any personal information. Do not send money or pass any details to someone suggesting they can provide employment with Arch. You should only enter your information into our official career portal. Please know the following about our interviewing and hiring practices. We never make job offers without a formal, in person, interview process. We never ask you to send money of any kind.