At a Glance
- Tasks: Deliver top-notch tech support and troubleshoot end-user device issues.
- Company: Join a dynamic team focused on enhancing user experience in technology services.
- Benefits: Enjoy flexible hours, travel opportunities, and a supportive work environment.
- Other info: Great opportunity for career growth and collaboration with diverse teams.
- Why this job: Make a real difference by improving tech services for users across multiple locations.
- Qualifications: Experience with Windows 10, smartphones, and strong customer service skills required.
The predicted salary is between 49500 - 60500 £ per year.
The End User Device (EUD) Support Engineer is responsible for delivering a high-quality customer experience through effective and timely support of end-user technology services. The role will provide technical support, troubleshooting and resolution for incidents, service requests and problems within agreed Service Level Agreements (SLAs). The post holder will identify recurring issues and service trends, take proactive measures to improve service performance, and contribute to the continual improvement of EUD service delivery. The role will work closely with internal ICT teams, business stakeholders, third-party suppliers and end users to ensure the effective delivery of EUD services across multiple locations.
Key Responsibilities
- Provide an excellent customer experience to end users, delivering support in line with business impact and priorities to minimise disruption to services.
- Troubleshoot and resolve EUD incidents, service requests and problems within agreed Service Level Agreements.
- Identify patterns and trends across EUD services and proactively raise recurring issues as problems where appropriate.
- Ensure the EUD Senior Engineer is kept informed of any required changes to technical documentation, procedures and knowledge articles.
- Support the delivery of scheduled moves, projects, events and technology deployments, providing a proactive and customer-focused service.
- Deliver EUD services in accordance with agreed Key Performance Indicators (KPIs), User Experience Agreements (UEAs) and Service Level Agreements (SLAs).
- Follow established ICT processes, procedures and governance requirements, with a strong focus on effective asset management.
- Identify opportunities for service improvement and make recommendations to the EUD Senior Engineer.
- Provide technical guidance and advice to users and colleagues where required.
- Share technical knowledge and best practice with colleagues across the wider ICT function.
- Support the development and performance of technical resources where required.
- Work collaboratively with internal teams and third-party suppliers to resolve technical issues and deliver effective technology services.
- Provide support across multiple locations and undertake occasional off-site assignments where required.
- Maintain a professional, positive and customer-focused approach when dealing with users and stakeholders.
- Ensure all work is completed within agreed timescales and in accordance with organisational policies, procedures and service standards.
Reporting and Working Relationships
The role reports directly to the EUD Operations Lead and works closely with Business Partners, Infrastructure Services, Project and Programme Managers, Business users, ICT Service Desk, Facilities teams, Third-party suppliers, and Wider ICT teams. The post holder will receive work in the form of specific objectives, work packages and standardised schedules and procedures. The role will involve coordinating and supporting the delivery of EUD services across the organisation, working collaboratively with technical resources without direct line-management responsibility. The post holder will be expected to build positive working relationships with a wide range of stakeholders across both business and ICT functions.
Technical and Professional Responsibilities
- Act as a subject matter expert for EUD-related technologies and services.
- Provide technical guidance, advice and support to users and ICT colleagues.
- Diagnose and resolve hardware, software and connectivity issues.
- Contribute to knowledge management and the creation and maintenance of technical documentation.
- Identify opportunities to improve processes, procedures and service delivery.
- Maintain accurate records of incidents, requests, problems and assets.
- Follow IT service management processes and organisational governance requirements.
- Support the implementation of technical changes, projects and service improvements.
Essential Experience and Qualifications
- Previous experience working in ICT operational delivery.
- Proven experience supporting Windows 10, smartphones, laptops and desktop computers.
- Proven experience resolving ICT incidents, service requests and problems.
- Experience identifying and delivering service improvements.
- A strong customer-service ethos and commitment to delivering an excellent user experience.
- Proven experience creating technical procedures, user guidance and knowledge-base documentation.
- Strong troubleshooting, diagnostic and problem-solving skills.
- Ability to travel to different organisational locations and undertake assignments in a timely manner.
- Good written and verbal communication skills.
- ITIL V3 Foundation or ITIL V4 equivalent qualification.
- Experience using ServiceNow or a similar IT Service Management platform.
Additional Requirements
- Ability to work flexibly according to business and service requirements.
- Willingness to work occasional unsocial hours where required.
- Ability to work independently and safely when undertaking assignments at different locations.
- Full UK driving licence due to the requirement to travel between locations and work flexible hours where public transport may not be available or suitable.
Key Skills and Competencies
- End User Device Support
- ICT Operational Delivery
- Windows Desktop Support
- Smartphone and Mobile Device Support
- Hardware and Software Troubleshooting
- Incident Management
- Request Fulfilment
- Problem Management
- ITIL Service Management
- ServiceNow
- Asset Management
- Knowledge Management
- Technical Documentation
- Service Improvement
- Customer Service
- Stakeholder Management
- Project and Event Support
- Communication and Collaboration
- Diagnostic and Analytical Skills
- Time Management and Prioritisation
- Working Across Multiple Locations
EUD Support Engineer in Banbury employer: Data Careers
Join a dynamic and innovative IT consultancy in Northfleet, where collaboration and inclusivity are at the heart of our work culture. We offer competitive salaries, bonuses, and a flexible working arrangement that allows you to balance office and home life effectively. With a strong focus on employee growth and development, we provide ample opportunities for you to advance your career while making a meaningful impact in the industry.
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We think this is how you could land EUD Support Engineer in Banbury
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We think you need these skills to ace EUD Support Engineer in Banbury
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Data Careers.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Data Careers. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Data Careers
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
