Senior End User Support Engineer, 2nd/3rd Line Support
£300 – £400 PD Outside IR35, 6 months
An excellent opportunity as arisen with a global brand for a Senior End User Support Engineer to provide 2nd / 3rd Line support and to provide support with companywide transformation projects. Core workflow is generated via our service management system ServiceNow, performing support via remote tools and /or in person to a high standard.
Role and Responsibilities:
·Work within the Global End User Service team to provide class leading 2nd and 3rd level End User Support to all users.
·Support all IT functions with Project Tasks, acting as IT subject matter expert.
·Drive all users to adhere and follow agreed Global IT processes
·Ensure ITIL processes are adhered to using ServiceNow
·Pro-active ServiceNow queue management following ITIL standards and Global Processes
·Full lifecycle management of all End User IT Assets, Laptops, Desktops, Mobile phones including deployment, updates, decommissioning in compliance with Global Processes.
·Perform related duties as assigned by End User Support Manager.
·Complete objectives and tasks as assigned by End User Support Manger.
·Close collaboration with Information Protection Security Teams to ensure all users comply
·Provide first class collaboration with End User Engineering, supporting the testing and deployment of our new Intune PC deployments
·Provide support and mentorship to all members of End User Support across all Global sites.
·Ensure strict PC Security and Asset management processes are followed, enforcing use of all Global Security Posturing tools.
·Support of Video Conferencing equipment.
·Support of Microsoft Windows, and Apple macOS operating systems.
·Support and knowledge owner for PC builds and deployments using Microsoft Intune.
·Have excellent troubleshooting skills and knowledge of on prem Active Directory and Microsoft Endpoint Manager admin center.
Essential Skills & Experience:
·Full UK drivers license / Valid Passport.
·Bachelor’s degree in an IT related field or equivalent experience.
·Minimum of three years End User Support / Desktop Support in demanding environments.
·Requires technical knowledge of Enterprise software and technologies.
·Experience supporting, configuring and engineering Microsoft Technologies including Windows Operating Systems, Group Policy, Microsoft Deployment Toolkit, O365, Active Directory
·Excellent PC hardware skills and knowledge, including WiFi support
oMicrosoft Windows 10 troubleshooting / support
oEndpoint Antivirus and Encryption Management
oPC Asset Management
oMicrosoft Intune (MEM) deployment and imaging technologies
oMicrosoft Office 365 Outlook, Teams, OneDrive, SharePoint support
·Experience in Apple Mac Support / macOS and iOS Support
·Apple iOS Device Support / Apple iPhone and iPad Support
·Ticket Management system experience, ServiceNow preferable
·Remote Support Tools experience