End User Support Engineer I - VIP & White-Glove IT

Arch Insurance Group Inc.; Manchester; On-site; GBP 40,000 - 55,000; Full time

Job summary

Arch Europe Insurance Services Ltd seeks an experienced End User Support professional to deliver deskside, mobile, telephony, and AV support across the business. The role requires problem solving, clear communication and adherence to established processes, with attendance in the office five days per week.

You will manage incidents, support Windows desktops, Citrix/RingCentral environments, and collaborate with IT teams to restore services while maintaining user satisfaction and service levels.

Qualifications

• Bachelor's degree in information technology or a related field preferred; equivalent technical experience considered.
• 5+ years of End User Support experience.

Responsibilities

• 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 reoccurrence of technical problems affecting Windows desktop OS, apps, mobile endpoints, and voice services
• Review and investigate all IT-related problems to determine cause and provide information to end users on resolution
• Keep end user updated on status of open trouble tickets and escalate complex problems to EUS engineers or other teams
• Continually update problem tickets with status and categorization changes
• Administer end user support functions: Physical and virtual desktop environments (Citrix preferred), Telephone systems (RingCentral preferred), Remote desktop access, Mobile end points (iOS)
• Incident management / Understanding of SLAs
• IT Equipment moves and setups
• Windows 11
• Active Directory (Basic knowledge)
• Group Policy (Basic knowledge)
• Networking concepts (DNS, DHCP)
• Asset and license tracking (via CMDB)
• Support Microsoft Teams and video conferencing tools

Skills

End User Support

VIP support

Incident management

Problem solving

Customer service

ITSM (ServiceNow)

Communication

Education

Bachelor's degree in information technology or related field

Tools

Citrix

VMware

V-Sphere

Active Directory/Azure

Intune

Office products

Job description

Arch Europe Insurance Services Ltd seeks an experienced End User Support professional to deliver deskside, mobile, telephony, and AV support across the business. The role requires problem solving, clear communication and adherence to established processes, with attendance in the office five days per week.

You will manage incidents, support Windows desktops, Citrix/RingCentral environments, and collaborate with IT teams to restore services while maintaining user satisfaction and service levels.