At a Glance
- Tasks: Provide top-notch desktop support and troubleshoot IT issues for 2,500 users.
- Company: Join a dynamic tech team in Crawley with a focus on innovation.
- Benefits: Enjoy private medical insurance, employee discounts, and an annual bonus.
- Other info: Flexible working hours and opportunities for career growth await you.
- Why this job: Make a real difference by supporting users and enhancing IT services.
- Qualifications: Experience in IT support and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 € per year.
Location: Crawley, United Kingdom
About the Role: End User Support Technician (EUS Technician) – assists support of IT infrastructure covering approximately 2,500 users across a multi‑network environment, providing desktop support services.
Key Responsibilities and Tasks:
- Provide desktop support (2nd/3rd Line) to user calls, fed via the UK Service Desk / Activity Controllers to EUS staff. This includes the resolution of incidents up to Priority One level and handling Service Requests from basic Laptop/desktop builds to entire user IT relocation projects.
- Build/rebuild and deployment of desktop/laptop machines in line with “Desktop-on-Demand” procedures and build standards using automated tools (SCCM) and manual processes as necessary.
- Ensure appropriate support is provided within contractual support hours (the minimum hours per week will be 37 – (8hrs Mon to Thu and 5hrs Fri). However, a flexible attitude to work hours is expected and may require evening and weekend work on occasion. The candidate should be available for on-call if required.
- Incident support and troubleshooting of any reported issues raised by a UK based service desk on behalf of users.
- Support and deployment of Smartphones – iPhone and Android.
- Support and cover a kiosk‑based support solution to troubleshoot IT requests at a drop‑in centre based in Templecombe giving the customer flexibility for the support provided.
Qualifications, Experience and Skills:
- Experience working in an IT support environment directly with users in face‑to‑face situations.
- Ability to diagnose faults and think on their feet to find a solution.
- Experience with desktop/laptop environments covering Windows 11, Windows 10, Office applications.
- Skills with engineering and bespoke desktop applications desirable.
- Ability to interact with users at all levels including senior VIPs.
- Resilience to challenging feedback and able to show sympathetic but firm and positive responses.
- Teamwork focus, able to work with teams located at other remote sites as required.
- Ability to prioritise and action calls in a busy user environment and to take on work delegated by central Service Desk.
- Ability to identify and suggest where team and processes could develop and enhance levels of service to users and IS internally.
- A highly flexible attitude is required where the ability to take on tasks and travel to other sites in the region at short notice is needed.
Knowledge of the following:
- Desktop Support experience (Windows 11 / Windows 10), Fault‑Finding and Troubleshooting skills, User Administration, Cisco AnyConnect support, SCCM, Bitlocker, VMware Horizon, Active Directory, Software Installation, Laptop/Desktop/Virtual desktop builds.
- Desirable Automation tools (such as SCCM), Network patching and Cable Tracing, Hardware Installation/Troubleshooting, iOS/Android/Phone Support.
- Good knowledge of – IP, WINS, DHCP, DNS, Group Policy etc.
Security Clearance Statement:
This role will require SC Clearance. It would be advantageous if currently held; however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. Please visit the UKSV website for further guidance.
Benefits:
We offer private medical insurance, cycle to work schemes, employee discounts, a paid volunteering day, stocks and shares, an annual bonus, and other benefits depending on the role.
End User Support Technician employer: Thales
As an End User Support Technician in Crawley, you will join a dynamic team dedicated to providing exceptional IT support across a multi-network environment for approximately 2,500 users. Our company fosters a collaborative work culture that values flexibility and employee growth, offering benefits such as private medical insurance, annual bonuses, and opportunities for professional development. With a commitment to innovation and a supportive atmosphere, we empower our employees to thrive while making a meaningful impact on our users' experiences.
StudySmarter Expert Advice🤫
We think this is how you could land End User Support Technician
✨Tip Number 1
Network, network, network! Get out there and connect with people in the IT support field. Attend local meetups or tech events in Crawley, and don’t be shy about introducing yourself. You never know who might have a lead on your next job!
✨Tip Number 2
Practice your troubleshooting skills! Set up a mock environment at home where you can play around with Windows 10 and 11, and try to resolve common issues. This hands-on experience will not only boost your confidence but also impress potential employers during interviews.
✨Tip Number 3
When you get an interview, prepare to showcase your soft skills as well as your technical know-how. Be ready to discuss how you've handled challenging user interactions in the past. Remember, it’s all about showing that you can keep calm under pressure and provide excellent customer service.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for passionate individuals like you. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start. So, what are you waiting for? Get your application in!
We think you need these skills to ace End User Support Technician
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the End User Support Technician role. Highlight your experience with desktop support, troubleshooting, and any relevant IT skills that match the job description. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your previous experiences have prepared you for this role. We love seeing enthusiasm and a personal touch in applications.
Showcase Your Problem-Solving Skills:In your application, don’t forget to mention specific examples of how you've diagnosed and resolved issues in the past. We’re looking for candidates who can think on their feet and tackle challenges head-on, so let us know how you’ve done this before!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and submit your materials!
How to prepare for a job interview at Thales
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 10 and 11, as well as any desktop applications mentioned in the job description. Be ready to discuss troubleshooting techniques and share examples of how you've resolved issues in the past.
✨Showcase Your Customer Service Skills
Since this role involves direct interaction with users, prepare to demonstrate your ability to handle challenging feedback. Think of specific instances where you’ve turned a negative experience into a positive one for the user.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life support scenarios. Practice how you would approach incidents from Priority One level down to basic service requests. This will show your problem-solving skills and ability to think on your feet.
✨Flexibility is Key
Highlight your willingness to work flexible hours and travel if needed. Share examples of times when you adapted to changing circumstances or took on additional responsibilities to meet team goals.
