IT WPS 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 (WVD/pVDI/VDI). A range of systems which manage/provision the endpoints, protect our users from emerging threats and provide a consistent desktop/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 Wyse device management) and OS deployments.

The Team

The role holder will work within the EUC Support team, which forms part of the Workplace Services function within the 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.

Based on site across our South Wales Offices, their primary role 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 and Mobile devices.  The team also provide the onsite support of our smart meeting rooms and provide service to customers at all levels.
 

Location

The role will be based in our Cardiff office 5 days per week.

Main Duties

• 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 WPS EUC installation and configuration best practice standards.
• Accurately diagnose faults and engage with Dell support engineers.
• Actively seek resolutions and ensure knowledge is updated and shared across the wider teams.
• Ensure that continuous service improvements are a key focus.
• Engage with WPS teams, in order to obtain correct outcomes.
• Prepared to attend meetings and engage, contribute, and communicate back to the wider teams.

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

Competencies

Works Under Pressure

The ability to prioritise tasks whilst working in a busy environment; Able to multitask whilst working towards tight deadlines and collaborate with other teams to ensure goals and objectives are achieved.

Customer Focus

Focuses on value; Understand our customers and technology journeys. Our customer is always our priority; our focus should always be on designing and supporting services that are fit for purpose.

Problem Solving

The ability to analyse existing information to solve complex problems and produces appropriate solutions in a collective and collaborative way; Breaks information into component parts, patterns and relationships; Seeks information about alternatives and chooses an option that meets a goal, solves a problem, or avoids a risk; Helps uncover underlying issues causing the conflict and takes steps to resolve them.

Communication

Develops effective spoken and written communication skills to interact with customers and colleagues. Demonstrates an understanding of when, and how, to challenge effectively, but supports a decision once made. Openly communicates self-insight such as an awareness of own strengths and weaknesses. An active and effective listener who clarifies information as needed. The ability to explain complex issues in understandable terms appropriate to the audience.

Collaboration

Operating and making decisions collaboratively, building relationships together, working as one to solve complex problems.

Experience and Qualifications

Essential

• Group policy, 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
• Excellent time management
• Ability to work under pressure

Desirable

• Understanding of ITIL
• Experience with ITSM systems like Ivanti, ServiceNow
• A good understanding of business processes, including audit from a technical perspective
• A proven ability to evaluate and prioritise work schedules according to business risk and priorities
• Relationship building skills and client facing experience
   

* Interviews will be arranged throughout April *
 

About Admiral

We're Wales’ only FTSE 100 company. We have forward-thinking approaches and provide endless opportunities to test, learn and grow. 

Admiral has grown from being a small start-up into a multi-national organisation. The company is constantly investigating new products, services and markets and is now present in eight countries with a diverse product portfolio.

Our success goes hand-in-hand with having a strong culture where we put our people and customers first. Our philosophy is simple yet effective: people who like what they do, do it better, and this, in turn, means that our customers receive the level of service and products that they deserve. Our culture is honest, open and wholeheartedly focused on four key areas: Communication, Equality, Reward & Recognition, and Fun.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

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 Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.
 

#LI-LJ1