EUC Deskside Engineer – 2nd Line, 24/7 Support

WebHosting; Cambridge; Remote; GBP 28,000 - 36,000; Full time

Job summary

Telefónica Tech UK&I in Cambridge seeks an EUC support analyst to provide deskside technical support and advisory services for End User Compute devices, resolving incidents, problems and requests and deploying hardware and software updates.

You will act as 2nd line for EUC incidents, create knowledgebase articles, drive first-time fixes, and collaborate with third-party support to meet SLA while participating in a 24/7 shift rota in a dynamic global tech environment.

Responsibilities

• Act as 2nd Line support for all EUC technical incidents through to resolution at deskside.
• Create knowledgebase articles where repeated incidents are logged to assist Service Desk
• Analysts to increase 1st time Fix
• Proactive in providing solutions to common incidents to reduce call volumes
• Resolve requests, incidents, problems and major incidents assigned to the EUC team within service level agreements
• To log and follow up issues that have been raised with 3rd party support teams where appropriate
• Support, manage, optimise and maintain the configuration and installation of Desktops, Laptops and hardware replacements
• Comply with Desktop Good Working Best Practices & defined Quality management processes
• Participating in a shift rota, supporting 24/7

Job description

Telefónica Tech UK&I in Cambridge seeks an EUC support analyst to provide deskside technical support and advisory services for End User Compute devices, resolving incidents, problems and requests and deploying hardware and software updates.

You will act as 2nd line for EUC incidents, create knowledgebase articles, drive first-time fixes, and collaborate with third-party support to meet SLA while participating in a 24/7 shift rota in a dynamic global tech environment.