Engineer End User Computing

Foreign, Commonwealth & Development Office (FCDO); City of Westminster; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Civil Service Pension

On-site gym

Nursery

Café

Restaurant

Season-ticket loan

Bicycle loan

Training opportunities

Job summary

FCDO Services is seeking an Engineer End User Computing to ensure smooth technology operations on-site. You will manage incidents, communicate progress and offer effective workarounds to keep services running.

The role requires hands-on troubleshooting of hardware and software, with a focus on secure, enterprise environments and minimal downtime. On-site duties and ongoing professional development are included in the package.

Qualifications

• Agile and ITIL Foundation level or equivalent experience.
• Microsoft Fundamentals role-based certification.
• Level 3 Information Communication Technician or equivalent IT qualification.
• Experience with Windows 10/11, Microsoft 365, Apple iOS in enterprise/secure environments.
• Solid knowledge of hardware, operating systems and software.

Responsibilities

• Manage lifecycle of all service-raised incidents and requests.
• Inform customers on progress and advise on workarounds where applicable.
• On-site resolution of hardware and technical problems as swiftly as possible.
• Prioritise tasks based on business needs and dependencies.
• Escalate faults to service desk, incident and problem managers when needed.
• Configure and install secure, managed devices and related changes.
• Apply agreed methodologies, standards and processes to decisions.
• Minimise downtime and safeguard organisational productivity.

Skills

Agile / ITIL

Microsoft Fundamentals

Level 3 IT qualification

Windows 10/11

Microsoft 365

Apple iOS

Hardware & OS knowledge

Enterprise security

Tools

ServiceNow

Microsoft Azure

Intune

SCCM

Job description

At FCDO Services we protect the UK's interests at home and overseas. We design and construct secure government buildings and courier diplomatic packages worldwide, safeguard government tech and a whole lot more. Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we're on. In our world, it all matters.

Our Digital and Data technology team are at the forefront of digital innovation. They provide best in-class solutions for our clients, helping to shape and support a data driven future for UK government. Whether it's creating bespoke, secure software, offering programme and application support or moving an entire embassy's servers to a Cloud platform. No matter the task, they are on hand to support. Now, you've got the opportunity to join them.

Bringing energy to embassies.

Designing systems that protect.

Realising the power of your skills.

It all matters.

On-site support, organisation-wide productivity

As an Engineer End User Computing, you'll be crucial to the seamless running of technology operations at FCDO Services. This will be achieved through the management of the product life cycle of all service-raised incidents and requests, in support and maintenance of end user services. You'll be responsible for informing customers on progress, and when necessary, advising on workarounds.

Predominantly, you'll work on-site, engaging directly with end-users, on-hand to fix hardware and technical problems as swiftly as possible. You'll need to prioritise tasks based on business needs and dependencies. Importantly, you'll provide resolutions through troubleshooting and diagnosing, as well as escalating faults to service desk, incident and problem managers for their expertise. You'll build and carry out routine (re)configuration and installation of secure managed devices, optimising performance. Throughout, you'll apply agreed methodologies, standards and processes to make and validate decisions. Plus, you'll be responsible for secure disposals of equipment, as well as reviews of high and low-level technical and operational process documentation. Overall, your goal will be to minimize downtime and ensure the productivity of the organisation.

We'd like you to be passionate about maintaining your own professional development and expertise in the latest technologies, to support and grow the business. Sharing and coaching associates on any useful knowledge gained.

You'll bring Agile and ITIL Foundation level or equivalent experience. This will be matched with Microsoft Fundamentals role-based certification. Plus, Level 3 Information Communication Technician or equivalent level 3 qualification in IT, Computer Science or relevant experience.

You're confident working with relevant technologies for FDCO Services, including Windows 10/11, Microsoft365, Apple IOS. Significant experience working with technologies in enterprise and or secure environments has led to the development of a strong technical understanding of hardware, operating systems and software. You remain composed and effective in high-pressure, fast-paced environments.

The following would be nice to see: experience working within ITIL environments, Microsoft role-based certification - Microsoft Associate, use of ServiceNow, Microsoft Azure, Intune & SCCM and a knowledge of relevant components, devices, processes, and protocols.

But we're always looking to improve - just like you. That's why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you'll also have access to training and other development opportunities to help grow your career with us.

• competitive salary, generous holiday entitlement and a Civil Service Pension.
• Along with this, you'll also have access to training and other development opportunities to help grow your career with us.
• Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there.

It's a great set of benefits made to support all you do, and all you need.