EUC Support Engineer

As an End User Computing Engineer, the role holder will ensure our EUC services meet the high standards required for our globally distributed workforce. You harness your knowledge of the environment, technology, and industry trends to ensure the service meets the needs of our end users and that our workplace continues to evolve and improve.

Our endpoint estate consists of a large (predominately Dell) laptop estate with a number of virtual devices (AVD/pVDI/VDI). A range of systems which manage/provision the endpoints, protect our users from emerging threats and provide a consistent user experience across a range of personas: Frontline operatives, Backoffice service staff, Executives, Contractors, Remote workers etc.

Technology and services include Endpoint Management tooling (Ivanti, SCCM, Workspace One), Microsoft 365 (Intune, Autopilot, Modern Management), Group Policy Management, AppLocker, Security Hardening (CIS etc), Roaming Profiles, Citrix XenDesktop (Gold Image) and OS deployments.

The Team

The role holder will work within the EUC Support team, which forms part of the wider Modern Workplace Tribe.

Working closely with EUC Delivery, the team provides our workplace with a robust range of end user computing services that enable our users to carry out their role effectively and securely with modern workplace technology, while maintaining high levels of customer service.

Based onsite across our South Wales Offices, the primary role of the EUC Support team, is to ensure that our users receive a high-quality experience from their workplace services and devices.  This includes the provision and maintenance of all corporate laptops, tablets, Mac, mobile devices, and remote access.  The team also provide the onsite support of our smart Teams meeting rooms and provide service to customers at all levels.

Main Duties

This is not a full definition of the role but covers the main aspects and drivers for success.

• Provide high standard of customer support with a focus on Incident and Request management, ensuring that the EUC work queues are prioritised, and tickets dealt with in a timely manner.
• Take ownership of issues and ensure the customer is informed throughout.
• Manage multiple high priority tasks while maintaining quality and service.
• Ensure EUC assets are accurately maintained within the CMDB throughout their lifecycle and managed securely.
• Adherence to the Modern Workplace, EUC installation and configuration best practice standards.
• Accurately diagnose faults, fix and where necessary, engage with Dell support engineers.
• Actively seek resolution to problems and ensure knowledge is updated and shared across the wider teams.
• Ensure that continuous service improvements are a key focus.
• Engage with the wider MW teams, in order to obtain correct outcomes.
• Prepared to attend meetings and engage, contribute, and communicate back to the wider teams.

Experience and Qualifications

Essential

• Group policy, Windows and MAC OS build and deployment.
• Active directory.
• Application packaging, deployment and Device, OS and Software patching.
• Good technical knowledge of Microsoft products including Windows 10, Windows Server, Azure and Domain Local Active Directory and Exchange.
• Experience of working to SLA’s and OLA’s.
• Strong Organisational skills.
• Keen focus on service and the continuous improvement of service.
• Confident and capable in both a team environment and working on own initiative.
• Effective communication skills working with both IT and non-IT colleagues.
• A proven ability to evaluate and prioritise work schedules according to business risk and priorities.
• Excellent time management.
• Ability to work under pressure.

Desirable

• ITIL Foundation
• Experience using ITSM tooling
• JAMF Certification
• Experience of Jira
• Awareness of Asset Management
• Relationship building skills and client facing experience

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.