At a Glance
- Tasks: Provide top-notch support for desktops, mobile devices, and telephony systems.
- Company: Join a collaborative tech company that inspires progress and innovation.
- Benefits: Competitive salary, health benefits, and opportunities for professional growth.
- Other info: Fast-paced environment with great career advancement opportunities.
- Why this job: Make a real impact by solving tech problems and supporting users daily.
- Qualifications: Experience in end user support and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 £ per year.
With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility.
Job Summary
End User Support will provide comprehensive support covering deskside, mobile phones & laptops, telephony, AV and more. The role demands excellent problem-solving skills, clear communication, and the ability to operate within established processes and procedures. Office attendance – 5 days per week.
Essential Responsibilities and Accountabilities
- Responsible for work assigned from a problem or incident management queue to final resolution; may also receive escalations from end user support staff.
- Identify, solve, and prevent the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points, and voice services.
- Review and investigate all IT-related problems to determine cause and most appropriate solution and provide information and explanation to end users on problem resolution.
- Keep end user updated on the status of open trouble tickets and expedite more complex problems to EUS Support II engineers or other support teams.
- Continuously update problem tickets including call notes with status and categorization changes.
- Responsible for the administration of the following end user support functions:
- Physical and virtual desktop environments (Citrix preferred)
- Telephone systems (RingCentral preferred)
- Remote desktop access
- Mobile end points (IOS environment)
- Incident management / Understanding of SLAs
- IT Equipment moves and setups within the business (Desk moves, office setups and decommissions)
- Windows 11
- Active Directory (Basic knowledge & Awareness)
- Group Policy (Basic knowledge & Awareness)
- Solid understanding of networking concepts and services such as DNS, DHCP in a TCP/IP environment.
- Asset and license tracking (via CMDB)
- Assist with conference room meetings including supporting Microsoft Teams and similar video conferencing tools.
Job Specifications Knowledge & Skills
- A good understanding of assigned technology platforms including Citrix, VMware, V‑Sphere, Microsoft Windows, Active Directory/Azure, Intune, Office products, installed application software and management utilities, desktop and laptop.
- Excellent organizational skills.
- Ability to manage time well in a fast‑paced environment, prioritizing incidents & tasks frequently.
- Good understanding of mobile device management technologies and industry accepted security policies.
- Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors.
- Effective customer service skills.
- Excellent problem solving, diagnosing and troubleshooting skills.
- Solid ITSM experience utilizing ServiceNow or similar tool.
Education & Experience
- Bachelor’s degree in information technology or a related field preferred; equivalent technical experience considered.
- 5+ years of experience in End User Support.
- Experience in supporting VIPs and providing white glove IT services is required.
End User Support Engineer I in Manchester employer: Arch Insurance (UK) Limited
As an End User Support Engineer I, you will thrive in a dynamic environment that champions collaboration and innovation, ensuring that our clients and employees reach their full potential. Our commitment to employee growth is evident through continuous training opportunities and a supportive work culture that values clear communication and problem-solving. Located in a vibrant area, we offer a unique chance to be part of a team that not only drives technological progress but also fosters a sense of community and belonging.
Contact Details:
Arch Insurance (UK) Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land End User Support Engineer I in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Arch Insurance (UK) Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Arch Insurance (UK) Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace End User Support Engineer I in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Arch Insurance (UK) Limited:Your cover letter is your chance to shine! Tell us why you want to work at Arch Insurance (UK) Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Arch Insurance (UK) Limited!
How to prepare for a job interview at Arch Insurance (UK) Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
