Technical Support Engineer EUC

To provide remote deskside technical support and advisory service of EUC devices including resolving and enabling the resolution of incidents problems requests events executing changes support the development of new solutions or enhancements configuration testing implementing new solutions and associated software.

Key Responsibilities: 

• Act as 2nd Line support for all EUC technical incidents through to resolution.
• Analyse Service Desk calls for EUC Devices and incident data to identify and advise on any potential user training requirement.
• Proactive in providing resolution to common incidents to reduce call volumes
• Resolve requests incidents problems and major incidents assigned to the Service Delivery team within contractual service level agreements.
• Ensure all SLA targets are met and work to deliver against established and agreed KPIs for issue resolution and fault finding.
• To log and follow up issues that have been raised with 3rd party support teams where appropriate.
• Support manage optimise and maintain the configuration and installation of the Desktop to include patch updates and hardware replacements
• Deploy and troubleshoot applications using SCCM including MSI EXE and scripted installations.
• Provide advanced 2nd Line support for Microsoft Endpoint Configuration Manager (SCCM) delivering OS deployments patch management and application distribution for Windows 10/11 devices while ensuring SLA compliance and supporting enterprise-scale EUC environments.
• Manage Windows Updates as a Service (WaaS) using SCCM including patch deployment compliance monitoring and remediation.

Skills & Experience:

• Knowledge and experience on windows operating systems.
• Experience on EUC tools remote support tools MS office and outlook.
• Experience on peripheral devices support (printers scanners etc.)   
• Experience in Enterprise SCCM administration supporting Windows 10/11 imaging patching and application deployment.
• Troubleshooting SCCM client deployment and compliance issues within SLA targets.
• Supporting OS image lifecycle WaaS and content distribution in a controlled change environment.                                        
• Knowledgeable in AD & Group Policy.
• Ivanti Workspace Manager products suite preferable (Application Control Environment Manager)
• Awareness of ITIL process of Incident Change Problem Service Request and related activities 
• Excellent verbal & oral communication skills.
• Ability to prioritise based on potential impact.
• Strong customer facing skills & focus.

Qualifications :

Preferable  - Microsoft Certified: Endpoint Administrator Associate

Additional Information :

• Must have right to live and work in the UK

At Telefónica Tech we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
 
Be yourself with us and feel that you belong. 

We welcome applicants from all backgrounds and identities regardless of age disability gender reassignment marital or civil partnership status pregnancy or maternity race religion or belief sex and sexual orientation. 
 
We are also committed to equity accessible hiring practices and creating an inclusive culture through many means including TogetHer (Womens network) and our Employee Resource Groups which include Diversity and Inclusion Telefónica Tech Pride Neurodiversity ELEVATE (African and Caribbean heritage network) and Sustainability.

 We dont believe hiring is a tick box exercise so if you feel that you dont match the job description 100% but would still be a great fit for role please get in touch. 

Remote Work :

No

Employment Type :

Full-time