VIP End-User Support Engineer – Deskside & Mobile

Arch Capital Group; Manchester; On-site; GBP 68,000 - 108,000; Full time

Job summary

Arch Capital Group seeks an experienced End User Support professional to deliver comprehensive deskside, mobile, and remote assistance from Manchester. You will manage incidents, provide VIP support, and ensure rapid resolutions across Windows, AD/Azure, and Teams environments.

You will guide problem tickets, communicate status to users, and collaborate with IT teams to improve desktop, mobile, and voice services. Office and security policies are emphasized in daily work.

Qualifications

• We prefer a bachelors degree in information technology or related field, or equivalent technical experience.
• We require 5+ years of End User Support experience.
• We require experience supporting VIPs and providing white glove IT services.
• We value understanding of Windows, Active Directory/Azure, Intune, and Office products.
• We value ITSM experience using ServiceNow or similar tools.
• We value strong problem-solving and troubleshooting skills.

Responsibilities

• Provide end user support across deskside, mobile, laptops, telephony, AV and related services.
• Own issues from problem/incident queues through to resolution.
• Handle escalations from end user support staff as needed.
• Identify and solve recurring technical issues affecting Windows, apps, mobile endpoints and voice services.
• Review IT problems to determine causes and best solutions.
• Explain resolutions and update tickets and end users.
• Escalate complex issues to EUS engineers or other teams.
• Maintain tickets with notes and categorization changes.
• Administer physical and virtual desktops, telephony, remote access, and mobile endpoints.
• Support incident management and SLA adherence.
• Handle IT equipment moves and setups, including desk moves and decommissions.
• Support Windows 11, AD, Group Policy, DNS/DHCP in TCP/IP and CMDB asset tracking, and Teams/VC tools.

Skills

VIP support

White glove IT

Citrix

VMware

Active Directory/Azure

Intune

Office products

Desktop & laptop management

Mobile device management

ITSM

ServiceNow

Problem solving

Troubleshooting

Communication skills

Organizational skills

Education

Bachelor's degree in information technology or related field

Tools

Citrix

VMware

Intune

ServiceNow

CMDB

Job description

Arch Capital Group seeks an experienced End User Support professional to deliver comprehensive deskside, mobile, and remote assistance from Manchester. You will manage incidents, provide VIP support, and ensure rapid resolutions across Windows, AD/Azure, and Teams environments.

You will guide problem tickets, communicate status to users, and collaborate with IT teams to improve desktop, mobile, and voice services. Office and security policies are emphasized in daily work.