End User Support Engineer I

Arch Capital Group Ltd.; Manchester; On-site; GBP 30,000 - 42,000; Full time

Job summary

Arch Capital Group in Manchester, United Kingdom, seeks an End User Support Engineer I to deliver deskside, mobile, telephony and AV support. Office attendance is five days a week, with emphasis on fast problem-solving and clear communication within established processes.

The role covers Windows 11, Citrix, RingCentral-like telephony, remote access, and asset/licensing tracking. Bachelor-level IT education and 5+ years' end-user support, including VIP service, are expected.

Qualifications

• Bachelor’s degree in information technology or related field, or equivalent experience.
• 5+ years in End User Support with VIP/white-glove service.
• Experience with Citrix, VMware, AD/Azure, Intune and MS Office tools.

Responsibilities

• Resolve incidents from the problem/incident queue to final resolution.
• Identify and fix Windows/Applications issues on desktops and mobile endpoints.
• Update end users and manage tickets with SLAs; escalate when needed.
• Administer end user functions: desktops (Citrix), telephony, remote access, mobile devices, AD/GP.
• Assist with conference room meetings and video conferencing tools.

Skills

Organization

Communication skills

Customer service

Problem solving

ITSM

ServiceNow

Education

Bachelor's degree in information technology or related field

Tools

Citrix

VMware

vSphere

Active Directory/Azure

Intune

Office 365

Microsoft Teams

Job description

End User Support Engineer I

2026-10-15T00:00:00

Greater Manchester

GB

M2 5DB

Any

Arch Capital Group

2026-11-17T10:00:43.95

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

Essential 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.

Summary

Location: Manchester, United Kingdom

Type: Full time

14101 Arch Europe Insurance Services Ltd