EUS Engineer

Bell Integration; Glasgow; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading IT support company in the United Kingdom is seeking an EUS Engineer to provide on-site IT support, addressing customer inquiries and ensuring service standards. The ideal candidate should have a strong IT background and excellent problem-solving skills, with the ability to enhance customer experience through effective communication and support. This role includes responsibilities in hardware support and participation in an on-call rota.

Qualifications

• Appropriate IT background and experience.
• Evidence of problem-solving skills.
• Ability to liaise effectively with users.

Responsibilities

• Provide first and second line support to customers.
• Ensure support meets established Service Level Agreements.
• Enhance Customer Experience with a proactive attitude.

Skills

Problem-solving skills

Strong interpersonal skills

Customer facing experience

Tools

Active Directory

Microsoft Office 365

Arcserve UDP

Job description

Overview

The EUS Engineer will provide face-to-face on-site IT support to customers. This consists of answering “how to” questions, providing a first‑time fix where possible and offering the most appropriate and efficient solution. They will also have experience with datacentre or server rooms including network and server support.

Responsibilities

The role is to provide face to face first line and second line support which will include technical advice (both proactive and reactive) to customers on queries and requests related to all aspects of application, desktop / mobile and network systems and to ensure that this support meets the established Service Level Agreements and quality standards in line with customer expectations. In addition to this you will provide hardware support, including configuration and replacement of devices.

There will be a requirement to take part in an on‑call rota providing out of hours support when required by the customer/s.

The most integral element of this role is the enhancement of Customer Experience which requires a positive, upbeat, and proactive ‘can do’ attitude.

Qualifications

Experience & skills

• Appropriate IT background and experience
• Appropriate customer facing / user support experience
• Evidence of problem‑solving skills
• Strong interpersonal and customer facing skills
• Ability to liaise effectively with users and other support team membersAbility to give specific and clear instructions and problem‑solving advice

Knowledge

• Datacentre / Server room basics - related to power, cooling, cabling, fibre routes ingress and egress.
• Networks : Hardware, Network Software, Core-Distribution-Edge switch physical and logical topology, VLAN management and configuration, wi‑fi, Firewall and Firewall rules administration, monitoring & alerting.
• Compute : Hyper‑V and VMs - build, configuration and recovery; multiple Windows Operating systems versions; storage array administration and configuration, NAS and files shares; desktops, laptops, printer configuration and administration. OS updates and gold image creation.
• Layered and third‑party products, Active Directory & Group policies, Office 365, Cynet, NIMSoft.
• Backups and data replication, Arcserve UDP configuration and administration.
• Business applications : Jonas, Sage, Scripting.