At a Glance
- Tasks: Provide top-notch technical support and mentor junior technicians in a dynamic environment.
- Company: Join Equifax, a leader in tech innovation with a focus on collaboration.
- Benefits: Enjoy competitive pay, flexible benefits, and 26 days holiday plus your birthday off.
- Other info: Opportunities for personal development and a vibrant workplace culture.
- Why this job: Make a real impact while developing your skills in a supportive team.
- Qualifications: Experience in L2/L3 support and strong problem-solving skills required.
The predicted salary is between 60000 - 80000 £ per year.
Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
As a Senior End User Support Technician, you will deliver high-touch, tier 2 & 3 technical support to our team directly from our London office five days a week. In this role, you will leverage advanced problem-solving skills and independent judgment to diagnose and resolve complex system and service issues. Beyond technical execution, you will serve as a mentor and escalation point—maintaining meticulous issue logs, translating user feedback into actionable insights, and guiding junior and intermediate technicians to elevate their technical capabilities.
What You Will Do
- Advanced Support & Deployment: Oversee the deployment, configuration, and maintenance of laptops, mobile devices, monitors, printers, and core IT infrastructure in alignment with corporate standards.
- Tier 3 Escalations: Deliver advanced Level 3 support for end-user computing devices, executive workspaces, and sophisticated AV/conference room technologies.
- Complex Infrastructure: Lead the installation and provisioning of complex technical equipment within strict Service Level Agreements (SLAs).
- Knowledge Management: Champion the creation of comprehensive troubleshooting documentation, runbooks, and standard operating procedures.
- Global Collaboration: Analyze regional technical trends and insights, sharing findings with the global End User Computing (EUC) team to drive continuous improvement.
What Experience You Need
- End-User Support Expertise: Proven track record providing L2/L3 technical support for hardware and software in a hybrid ecosystem (Windows 11, macOS, Google Workspace, and Microsoft 365).
- Mobile Device Management (MDM): Experience provisioning, securing, and troubleshooting corporate iOS devices using enterprise MDM platforms (e.g., Jamf, Ivanti Go).
- Lifecycle & Asset Management: Experience overseeing the IT asset lifecycle, including procurement, hardware refreshes, inventory tracking, and endpoint disposal.
- Hardware & Peripherals: Deep technical diagnostic skills for resolving complex hardware issues related to laptops, docking stations, monitors, and advanced peripherals.
What Could Set You Apart
- Global Collaboration: A proven ability to work seamlessly with cross-functional stakeholders and external vendor engineers across local and international teams.
- Technical Instruction: Skill in developing training materials, coursework, and documentation across multiple enterprise platforms.
- Mentorship & Advising: A natural leader who can guide technical contributors, influence operational decisions, and provide structured support to junior staff.
- Proactive Initiative: A mindset focused on identifying recurring technical bottlenecks and independently collaborating with local leadership to implement permanent solutions.
- Advanced Diagnostics: The ability to perform root-cause analysis and resolve high-impact, global technical incidents efficiently.
The Perks of being a Equifax Employee? We offer a wide range of company supported benefits including contributory pension, life cover, income protection, healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more! We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
Primary Location: GBR-London
Function: Function - Tech Engineering and Service Ops
Schedule: Full time
Senior End User Support Technician in London employer: Equifax
Equifax is an exceptional employer that fosters a dynamic work culture in Greater London, where innovation and collaboration thrive. Employees benefit from comprehensive growth opportunities, competitive compensation, and the chance to make a meaningful impact on the company's revenue strategy through strategic partnerships. Join us to be part of a forward-thinking team dedicated to driving success and expanding market reach.
StudySmarter Expert Advice🤫
We think this is how you could land Senior End User Support Technician in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Equifax. 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 Equifax 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 Senior End User Support Technician in London
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 Equifax:Your cover letter is your chance to shine! Tell us why you want to work at Equifax 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 Equifax!
How to prepare for a job interview at Equifax
✨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.
