End User Support Engineer

Our client based in Alexandria, Dunbartonshire, requires a permanent EUS Engineer to provide face-to-face on-site IT support to customers. This consists of answering ‘how to’ questions, providing a first-time fix where possible and offering the most appropriate and efficient solution. You will also have experience with datacentre or server rooms including network and server support.

This role is to provide face to face first line and second line support which will include technical advice (both proactive and reactive) to customers on queries and requests related to all aspects of application, desktop/mobile and network systems and to ensure that this support meets the established Service Level Agreements and quality standards in line with customer expectations. In addition to this you will provide hardware support, including configuration and replacement of devices.

There will be a requirement to take part in an on-call rota providing out of hours support when required by the customer/s.

The most integral element of this role is the enhancement of Customer Experience which requires a positive, upbeat, and proactive ‘can do’ attitude.

EXPERIENCE :

• Appropriate IT background and experience
• Appropriate customer facing / user support experience
• Evidence of problem-solving skills
• Demonstrate excellent organisational skills
• Demonstrate a good understanding of a Desktop environment, PC technologies, desktop / server hardware and software architectures
• Experience working with ticketing systems such as ServiceNow
• Proficient with operating systems, Microsoft applications, Web browsers on PCs/laptops/mobile devices, including but not limited to:

-Windows 7 – 10 and 11

-Active Directory DFS

-M365 Admin (particularly SharePoint / Teams / Exchange/ Intune/ AAD)

-Office 365 / Office 2016 / Office 2013

-Internet Explorer, Edge, Chrome, Firefox

-Basic working knowledge of server infrastructure, cabling and networking

-Ability to identify and distinguish between hardware, software, network, and server problems

KNOWLEDGE :

• Datacentre/ Server room basics - related to power, cooling, cabling, fibre routes ingress and egress.
• Networks: Hardware, Network Software, Core-Distribution-Edge switch physical and logical topology, VLAN management and configuration, wi-fi, Firewall and Firewall rules administration, monitoring & alerting.
• Compute: Hyper-V and VMs - build, configuration and recovery; multiple Windows Operating systems versions; storage array administration and configuration, NAS and files shares; desktops, laptops, printer configuration and administration. OS updates and gold image creation.
• Layered and third-party products, Active Directory & Group policies, Office 365, Cynet, NIMSoft
• Backups and data replication, Arcserve UDP configuration and administration.
• Business applications: Jonas, Sage, Scripting.

For more information please contact nicole.chapman@clickrecruiting.co.uk