Strong international exposure & progression opportunity
Dynamic working environment with fun team culture
About Our Client
My client is a Digital Advertising & Marketing company, where the HQ is based in UK. As the demand within the industry grows, our client is steadily growing by expanding their regional operations in APAC region.
As an EUC Support Engineer, based in one of our Regional Hubs, you will be responsible for providing technical support to our global user base.
Collaboration, Identity and Access, Unified Communications and Client Infrastructure- Endpoint management (SCCM / Intune / JAMF), Remote Application Delivery (Citrix / AVD).
You will work closely with our Service Desk, Deskside Support, Security and Global End User Computing teams to ensure technical issues & requests are managed, progressed and ultimately resolved in a timely manner, ensuring quality is of the highest standard and exceeding service level targets where possible.
Job Description
Responsible for managing the resolution of user incidents and any escalated issues from the Service Desk for EUC services.
Fulfil requests for EUC services, including project requests when required.
Escalate incidents to the EUC Global team after initial troubleshooting.
Work with the EUC Global team to ensure high quality, up-to-date documentation exists for all EUC support processes.
Work with the EUC Global team to identify service improvements to current processes.
Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
Remain aware of new product developments in technology, providing input to improve service and processes.
Work with the Technical Support Manager to agree team responsibilities and activities, by engaging with business users and other technical support functions.
Manage workloads, adhere to the team rota, ensure all incident and request tickets are handled in an appropriate, professional manner meeting agreed SLA targets.
Work as part of a team of technical support engineers, providing guidance and expertise as well as setting standards of professionalism and attitude.
Diagnose and troubleshoot technical issues in the user context, covering Windows 10, Mac OS, applications, and connectivity issues.
Research solutions to technical issues that can be raised with the relevant service owners.
Ensure that user experience and satisfaction is at the forefront of all activities.
Talk customers through a series of actions, either via phone or chat, until they have solved a technical issue.
Provide prompt and accurate feedback to customers for the incident they have raised.
Ensure all issues are correctly logged and followed through to completion within the agreed SLA's.
Prioritize and manage several open issues at one time.
The Successful Applicant
Excellent understanding of current Mac OS and Windows 10.
Supported users in an Enterprise Windows 10 environment using SCCM for application delivery, OS deployment and endpoint management.
Supported users in an Enterprise Mac environment using JAMF for application delivery, OS deployment and endpoint management.
Good knowledge of troubleshooting network connectivity issues on Windows / Mac clients.
Good knowledge on how to troubleshoot basic client application issues.
Good understanding of cloud technologies.
Good understanding of Active Directory and Group Policies at a level to troubleshoot user encountered issues.
Experience of following runbooks to complete tasks and troubleshoot when following the runbook does not work.
Experience of Supporting Adaptiva OneSite would be advantageous but not required
Experience of Supporting Citrix / AVD would be advantageous but not required
Experience of working with ITIL based Service processes and functions.
Experience and knowledge of supporting customers in a complex, enterprise environment. Preferably in the technical services sector.
What's on Offer
Attractive remuneration package
Strong international exposure & progression opportunity
This website has app functionality. Add it to your home screen for fast access and offline features.
