End User Support Technician

Key Responsibilities and Tasks:

• Provide desktop support (2nd/3rd Line) to user calls, fed via the UK Service Desk / Activity Controllers to EUS staff. (Includes the resolution of incidents up to Priority One level and handling Service Requests from basic Laptop/desktop builds to entire user IT relocation projects).

• Build / rebuild and deployment of desktop / laptop machines in line with “Desktop-on-Demand” procedures and build standards using automated tools (SCCM) and manual processes as necessary.

• Ensure appropriate support is provided within contractual support hours (the minimum hours per week will be 37 – (8hrs Mon to Thu and 5hrs Fri). However, a flexible attitude to work hours is expected and may require evening and weekend work on occasion. The candidate should be available for on-call if required.

• Incident support and troubleshooting of any reported issues raised by a UK based service desk on behalf of users.

• Support and deployment of Smartphone’s - iPhone and Android.

• Support and cover a kiosk-based support solution to troubleshoot IT requests at a drop-in centre based in Templecombe giving the customer flexibility for the support provided.

Qualifications, Experience and Skills:

• Experience working in an IT support environment working directly with users in face-to-face situations. Ability to diagnose faults and think on their feet to find a solution.

• Experience with desktop/laptop environments covering Windows 11, Windows 10, Office applications. Skills with engineering and bespoke desktop applications desirable.

• Ability to interact with users at all levels including senior VIPs. Resilience to challenging feedback and able to show sympathetic but firm and positive responses.

• Teamwork focus, able to work with teams located at other remote sites as required.

• Ability to prioritise and action calls in busy user environment and to take on work delegated by central Service Desk

• Ability to identify and suggest where team and processes could develop and enhance levels of service to users and IS internally

• A highly flexible attitude is required where the ability to take on tasks and travel to other sites in the region at short notice is needed.

• Knowledge of the following: Desktop Support experience (Windows 11 / Windows 10), Fault-Finding and Troubleshooting skills, User Administration, Cisco AnyConnect support, SCCM, Bitlocker, VMware Horizon, Active Directory, Software Installation, Laptop / Desktop / Virtual desktop builds

Desirable:

• Automation tools (such as SCCM)

• Network patching and Cable Tracing

• Hardware Installation/Troubleshooting

• iOS / Android / Phone Support

• Good knowledge of – IP, WINS, DHCP, DNS, Group Policy etc.

Security Clearance Statement

This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. Please visit the UKSV website for further guidance.

To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years’ residence in the UK over the last 5 years may be accepted, with additional overseas checks.

For further details of the evidence required to apply for Baseline and Security Clearance please refer to the National Security Vetting (NSV) Agency - United Kingdom Security Vetting - GOV.UK (www.gov.uk)

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