EUS Engineer
Interserve PLC
Birmingham
1d ago

The role of the EUS Engineer is to provide IT support for EUS covers all end user devices, Mobile, Tablet, PC, etc. EUS Engineers will handle technical incidents and requests, and where appropriate, provide an interface for other activities such as IT Service Desk, Incident Management, Change Management, Problem Management and Service Delivery Management.

The EUS Engineer and will contribute to the maintenance of and adherence to the operational processes, toolsets and procedures.

Planning

  • Supports the EUS Infrastructure Manager and the Principal Engineers in the development and implementation of team, departmental and business wide service improvement plans and technical refresh / remediation plans
  • Supports the planning and implementation of the EUS strategic plans.
  • Carry out Root Cause Analysis activities for the team.
  • Applies effective personal Time Management and Planning to ensure all duties and activities are completed in a timely manner, proactively notifying others of any changes to completion times / dates.
  • Forward-plans and schedules meetings and engagements with others to ensure high attendance
  • Plans and prioritises tasks and activities such that regular attendance is maintained at Operational and Team meetings and other key or mandatory meetings
  • Financial

  • Work with the EUS Team Leader to design the cost and pricing structure for solutions provided to the end customer though in house or 3rd Party resource
  • Supports the EUS Team Leader in the delivery of and adherence to departmental budgets
  • Assist in the production of quotes and solution pricing for the business
  • Assist in the delivery of the departmental budgets by highlighting cost savings where identified, and ensuring that all works are priced correctly and delivered efficiently and effectively Keeps accurate time and attendance records including time-recording for Projects
  • Operational

  • Assists the team in the resolution of Incidents and Requests assigned by the Service Desk Toolset, ensuring that timely updates are provided and that the Service Level Agreements are met.
  • Accurately log (when appropriate) track, update and resolve incidents and requests in a timely manner meeting agreed SLA’s and according to agreed standards and procedures endeavouring that normal service operations are restored as quickly as possible.
  • Undertakes all relevant technical support and maintenance tasks / activities as required by Change Management, Incident Management, Problem Management, Service Request Management, Project and other ITSS Processes.
  • Liaises with vendors and suppliers in the escalation process for major incidents
  • Provide input that supports the Service Managers in the management of 3rd party suppliers, technical architects and Internal business units
  • Identifies key issues and risk elements and escalates promptly to the ITSS management team
  • Demonstrate the ability to be a positive influence when working with internal and external teams.
  • Assist in new Product launches, identifying EUS requirements and streamlined process
  • Support all project work as required
  • Accurately record relevant work activities
  • Adherence to all company and departmental process and procedures
  • Participates in on-call support rotas, as agreed with Line Management, and adheres to the applicable on-call Process, policy and Procedures.
  • Create technical knowledge articles where possible and communicating fixes and workarounds within the team.
  • Hardware support and operating system support.
  • Active Directory support and server support including administration and configuration, on premise and virtualised.
  • Support of network switches, mobile devices and agreed’ systems and applications both local and cloud based.
  • Customers

  • Proactively notifies customers and stakeholders of any deviation from agreed plans, activities and tasks.
  • Adopts the ITSS Communication Principles and standards for all communications with those outside the EUS department
  • Demonstrate a professional and flexible attitude to ensure that customer expectations are met.
  • Provide advice and support to both internal and external customers in order to deliver a high standard of customer care
  • Ensures users and stakeholders are fully informed of progress and that corrective action is taken to avoid delays
  • Responds to requests for support in a timely manner and according to agreed SLAs and procedures
  • Essential Technical Knowledge, Skills and Experience

  • Extensive knowledge and experience across multiple technology disciplines.
  • Experience within a mature Shared Service or Commercial IT Services operation
  • Excellent customer focus skills with a service-orientated approach
  • Strong communicator both written and verbal
  • An eye for technical detail and a completer / finisher
  • Methodical and self-disciplined with flexibility and a willingness to learn new skills
  • Computer literate across all Microsoft office and Windows
  • Basic Health and Safety awareness to ensure a safe working environment at all times
  • Display positive behaviors that can effectively influence across multiple teams to achieve company goals
  • Experience of creating technical documents and Knowledge base solutions
  • Willing to travel to other Interserve / Customer sites.
  • Essential Technical Knowledge, Skills and Experience

    General requirements

    End point device hardware knowledge (HP, Dell, Samsung, Microsoft, Apple)Accessing and configuring Firmware / BIOS to set standardsOperating System exposure -

    install / update / remediate (Microsoft Windows XP / 7 / 10)End point software suites - install / update / remediate (Microsoft Office 2007 / 10 / 13 / 16, Microsoft Office365)Mobile Device Management Enterprise experience -

    device enroll / un-enroll (AirWatch, Microsoft Intune)End point Enterprise management systems - device updates / software install (Microsoft SCCM, McAfee ePO)End point Enterprise deployment technologies -

    device pre-boot configuration, booting devices running device build sequences (Microsoft SCCM, Microsoft MDT)End point Enterprise encryption systems -

    device enrolment, device encryption / decryption and device / user (Microsoft MBAM, McAfee ePO, BeCrypt Enterprise)Service management tool experience Accessing, updating, closing calls (LANDesk Service Desk)Telephony end point support (Avaya)-

    Handset configuration, extension allocationActive Directory administration experience Create, modify, delete user and device accounts, groups.

    Basic understanding of Group Policy operation

    Duties -

    Level 1 Engineer (Entry Level)

    PC device builds and post build configuration

    Smartphone / Tablet device builds and post build configuration

    Break / fix work from the incident / request queues

    Maintenance of endpoint devices in relation to Windows updates, anti-virus software and encryption software

    Device administration in SCCM

    Device administration in MDM

    Device administration in Active Directory

    User administration in Active Directory

    User administration in Microsoft Office 365

    User administration in Avaya

    Assistance with Projects / Mobilizations with any of the above tasks

    Production of Knowledge Articles to assist 1st and 2nd line resolution of issues

    Amendment of Knowledge Articles to assist 1st and 2nd line resolution of issues

    Level 2 Engineer (Advanced)

    All level 1 tasks

    Assistance or resolution of problem calls

    Assistance or resolution of technically involved break / fix issues

    Root Cause Analysis works for problem / advanced break / fix calls

    Represent and implement problem call / advanced break / fix calls remediation via Change Management process

    Implementation of service updates via Change Management process

    Assist with service / process improvement implementations / projects

    Assist with infrastructure improvements programmes

    SME level knowledge on a particular system (SCCM / MDT / MDM / Active Directory / Office365 / McAfee ePO)

    Operational maintenance of infrastructure systems

    Operational update of infrastructure systems

    Operational reconfiguration of infrastructure systems

    Carrying out of pro-active reporting tasks on anti-virus, encryption, operating system update status

    Ability to recover information for reporting via infrastructure systems

    Scripting of tasks / operations to enhance daily infrastructure operations (PowerShell, VBScript)

    Undertake more advanced project / mobilization tasks

    To document fully new operational systems / process / procedures with relation to infrastructure

    Scope and / or provide training for L1 engineers (and other IT staff)

    Assist as SME's with Solution / Enterprise Architects to facilitate support for project scoping

    Desirable Technical Knowledge, Skills and Experience

    ITIL Foundation Level as a minimumExperience operating in a change control and configuration management environmentAbility to competently act as the technical point contact of escalation for incidentsThe ability to Investigate potential future technologies and solutions that may benefit the ITExperience of using Project Management, Time Recording and Service Management Toolsets

    Group Company :

  • Interserve Functions
  • Interserve is one of the world’s foremost support services and construction companies. Everything we do is shaped by our core values.

    We are a leader in innovative and sustainable outcomes for our clients and a great place to work for our people. We offer advice, design, construction, equipment, facilities management and frontline public services.

    Headquartered in the UK, we have gross revenues of £3.3 billion and a workforce of 68,000 people worldwide.

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