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For Companies At a Glance
- Tasks: Provide top-notch IT support for Windows and Mac devices, ensuring smooth operations.
- Company: Join UST Global, a leading IT services provider with a collaborative culture.
- Benefits: Enjoy a competitive salary, medical insurance, and career growth opportunities.
- Why this job: Make a real impact by solving tech issues and supporting users daily.
- Qualifications: 2+ years in end-user support with strong knowledge of Windows and Mac systems.
- Other info: Work in a modern office with easy transport access and a supportive team.
The predicted salary is between 36000 - 60000 £ per year.
UST is looking for a talented End User Support Engineer to manage large-scale infrastructure support and will be working with one of the leading Supply Chain providers in the UK. The ideal candidate should have the ability to work creatively and analytically in a problem-solving environment. The ideal candidate must possess excellent written and verbal communication skills with the ability and know-how to collaborate effectively with domain experts and the IT leadership team.
Responsibilities
- Deliver IMACD (Installations, Moves, Additions, Changes & Disposal) and break-fix Desktop support across Windows and Apple Mac devices, mobile phones and related peripherals.
- Maintain, support, and resolve issues related to workstation operating system, applications, and hardware.
- Daily check, maintain, support, and resolve issues related connectivity for VC equipment, printer, scanner and MFDs.
- Expedite support for nominated VIPs at Campus sites on a best-effort basis.
- Provide 1st and 2nd line support via the TechStop service.
- Be the visible face of IT support, liaising with end users to set customer expectations around issue resolution.
- Provide regular updates to assigned tickets in the ticketing tool, enabling stakeholders to understand status without needing to request data.
- Where practicably possible, assign tickets (Response SLA), resolve, and close those tickets (Resolution SLA) within advertised timelines.
- Manage the stock inventory to fulfill swap and/or general requests for hardware replacements.
- Attend and contribute to meetings as required for normal business process and service delivery/continuity.
- Curate and maintain knowledge articles on the infrastructure wiki in Confluence to aid knowledge sharing across teams, fostering an ethos of service streamlining and support enablement across tiers.
- Validate that swap stock is managed and not used for general stock requests.
- Communicate monthly stock levels.
- Hold recurring reviews to agree on stock levels for the subsequent period.
- Provide onsite support to end-users as required for tasks or issues that cannot be handled remotely.
- Coordinate with PC equipment manufacturers, customer third parties, and other resolver teams for end-issue identification, hardware break-fix support, and spares acquisition.
- In the event of repeated equipment failure, coordinate with the problem management team or equipment manufacturers to determine root cause and appropriate fix.
Requirements
- Minimum of 2 years’ experience in large-scale infrastructure End-User Support.
- Good knowledge of IMACD (Install, Move, Add, Change, Disposal) process.
- Expertise in Windows (10/11) & Mac operating systems, iOS, and Android mobile operating systems.
- Knowledge in SCCM or any other imaging tool.
- ITSM knowledge with handling Service requests and incidents.
- Ticketing tool knowledge such as ServiceNow, Remedy, etc.
- Intune or any other MDM experience.
- Stock Management experience.
- Software and Application Troubleshooting.
- Microsoft Office 365 proficiency.
What We Offer
- Competitive salary package.
- Medical insurance.
- Opportunities for career growth and professional development.
- Supportive and collaborative work environment.
- Modern office space in Nottingham with easy access to transport.
We’re grateful for your interest in joining our team. Kindly note that only applicants whose experience and qualifications most closely align with the role will be contacted for the next steps. Thank you for your understanding.
End User Support Specialist employer: UST
Contact Detail:
UST Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land End User Support Specialist
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work at UST Global or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to End User Support. Think about scenarios where you’ve solved problems creatively and be ready to share those stories. We want to see how you think on your feet!
✨Tip Number 3
Show off your tech skills! If you have experience with tools like ServiceNow or SCCM, make sure to highlight that during your conversations. We love candidates who can hit the ground running with the right tech knowledge.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at UST Global.
We think you need these skills to ace End User Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the End User Support Specialist role. Highlight your experience with IMACD processes and any relevant technical skills, like your expertise in Windows and Mac operating systems. We want to see how you fit into 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 problem-solving skills can benefit us. Don’t forget to mention your experience with ticketing tools and customer service!
Show Off Your Communication Skills: Since this role involves liaising with end users and IT leadership, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional – we love a good communicator!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at UST
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows and Mac operating systems, as well as mobile OS like iOS and Android. Be ready to discuss your experience with IMACD processes and any ticketing tools you've used, like ServiceNow or Remedy.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex issues in the past. Think about specific scenarios where you had to think creatively and analytically to resolve a problem, especially in a large-scale infrastructure setting.
✨Communicate Clearly and Confidently
Since this role involves liaising with end users and IT leadership, practice articulating your thoughts clearly. You might want to do a mock interview with a friend to refine your verbal communication skills and ensure you can explain technical concepts simply.
✨Demonstrate Your Team Spirit
Collaboration is key in this role, so be prepared to discuss how you've worked effectively with others in previous positions. Highlight any experiences where you contributed to team goals or helped streamline processes, especially in support environments.
