EUC Support Engineer
NTT Comunications
London, UK
5d ago

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Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world.

The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport.

Together we enable the connected future.

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We are searching for an experienced EUC Support Engineer to work as part of the UK EUC Support Team and deliver a positive and consistent IT experience to our new client on a day-

to-day basis, ensuring all BAU work is dealt with in a timely manner and in collaboration with the Helpdesk and Infrastructure teams.

Based in our London office and reporting to the EUC Manager, the EUC Support Engineer will work within a dedicated client-

based team whose members are based remotely at several client sites around the UK providing Desktop Support services to our client.

The role will assist the EUC Manager with the management of the services, including projects, reporting, planning, documentation, and escalations.

Involving UK travel, the role will also be expected to provide support at remote offices where the engineer will deliver services to the client on their premises in line with agreed project timescales and service levels.

Key Responsibilities :

  • Supports, manages and maintains the configuration and installation of the Desktop, including patch updates and hardware replacements in line with agreed SLAs
  • Monitors security profiles and anti-virus software on all devices and take appropriate action in the event of non-compliance with security requirements.
  • Provides standard and approved hardware and software (operating systems and standard office applications) support and maintenance on endpoints for their entire lifecycle (including the remote management of devices using appropriate tools)
  • Acts as a 2nd level escalation point, assisting with the resolution of Service Requests and Incidents (hardware, software and connectivity) that could not be resolved remotely via the Helpdesk
  • Updates documentation for user support activities including knowledgebase, processes, problem resolution, and ticket tracking
  • Suggests improvements and enhancements to quality assurance policies, procedures and systems to support departmental objectives and SLAs
  • Maintains direct relationships with the client’s employees and acts as a point of information for all activities related to end user compute services
  • Provides desk side technical and awareness training to the users; works collaboratively with colleagues within the team for training and knowledge share
  • A moderate to high frequency of UK travel is expected with this role, to cover planned absence of an existing engineer or visit an unmanned site at the request of the client or project teams
  • Experience, Skills and Qualifications :

  • A friendly and professional manner, with excellent communication & collaboration skills
  • Previous experience of working onsite providing Desktop Support and management of customer equipment (installations, reinstallations, moves, adds, changes, decommissions)
  • Experience supporting Microsoft Windows OS, O365, Mobile Device Management and Printers
  • Image builds and application packaging using SCCM
  • Experience using ITSM tools like Service Now; experience managing incident, problem and request workflows
  • An understanding of network protocols, server hardware and configurations or other IT qualifications
  • Ability to travel in the UK
  • Successful candidates may be subject to security and background checks based on location and position.

    NTT Europe is an Equal Opportunities Employer.

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