IT / Desktop Support - Onsite EUC Engineer - London

Sky Systems, Inc. (SkySys); Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

Sky Systems, Inc. (SkySys) is seeking an EUC onsite support engineer to deliver high-quality technical support for End User Computing devices for office staff on site. You will lead incident resolutions and collaborate with server and networking teams to deliver optimal business outcomes.

The role involves hands-on deployment, device imaging, asset management, and proactive monitoring, including mobile device support and conference room AV tasks. A strong ITIL/ServiceNow background is expected.

Qualifications

• Basic experience in IT industry.
• Good understanding of ITIL concepts & ServiceNow.
• Troubleshooting OS/peripherals; asset/inventory management.
• Ensure tickets updated on time and meet SLA.
• Handle end-user incidents and IMAC requests via ServiceNow.
• Perform hardware/software installation (SCCM deployment).
• Basic AV support for conference rooms/events using MTR (Microsoft Teams Room).
• Image deployment using SCCM & Autopilot.
• Laptop AV/endpoint security management (McAfee, Cortex XDR).
• Refresh of old assets from Windows 7 to Windows 10.

Responsibilities

• Provide high quality technical support for End User Computing devices.
• Lead on incident/problem/request resolution to meet customer service standards.
• Coordinate with server and networking teams; communicate with internal/external contacts.
• Manage end-to-end IMAC activities including asset delivery and inventory updates.
• Support mobile devices configuration and troubleshooting (iPhone, iPad, Android).
• Escalate unresolved issues to vendors per help desk processes.
• Maintain ownership of user issues and ensure timely resolution.
• Deploy and upgrade laptops/workstations successfully.

Skills

End-user support

Customer service

Team collaboration

Tools

SCCM OS deployment

Intune Autopilot OS deployment

Microsoft Intune

ServiceNow

MFA

McAfee

Cortex XDR

Job description

Job Purpose

The EUC onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Operation Roles and Responsibilities

Technologies : Microsoft Intune, Zoom Meeting Rooms, Microsoft Office 2010, office 365 products –Windows 10 desktops, laptops, printers, networked copiers, Mobile Iron, NIC's, basic LAN/WAN connectivity, network cable patching, Hands & feet support to Rack and stack activities.

IT Tools – SCCM OS deployment, Intune Autopilot OS deployment, Microsoft MFA, Service NOW Ticketing tool (Incident, Service Requests, Asset management)

• Basic experience in IT industry
• Good Understanding of ITIL concept & Service Now
• Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
• Refresh of old asset from windows 7 to windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware/spare replacement
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalated to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.