We are actively building diverse teams and welcome applications from everyone.
Role: Junior EUC Support Engineer
Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)
Contract Type: Permanent
Salary Package: £25,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours: 9.00 am – 5.30 pm Monday – Friday
Interview Process: 2-stage process
Why SCC?
- An inclusive workplace
- Excellent package: solid basic and company benefits
- Hybrid working & core hours in line with role requirements
- Career development and life-long learning opportunities
- Opportunity to join Europe's largest privately-owned IT Company
Role purpose:
To provide high level of support to the SCC infrastructure and users at SCC locations in Birmingham and regionally when required. The role of Junior EUC Support Engineer will require a customer facing individual who can work predominantly as part of team and on their own when required, to deliver a high standard of IT support working within contractual SLA and KPI’s.
Key responsibilities:
- Incident Resolution: Resolve incidents and service requests within agreed Service Level Agreements (SLAs).
- Vendor Collaboration: Liaise with 3rd party suppliers for effective call resolution when necessary.
- Desktop Support: Perform comprehensive desktop support to ensure optimal functionality.
- Service Quality Assurance: Deliver a high-quality service support experience to users and resolver groups.
- Incident Logging: Ensure accurate and articulate logging of all ServiceNow Incidents with relevant information.
- SLA Compliance: Manage ServiceNow Incidents and Tasks within SLA, ensuring timely customer communication.
- IT Support Coverage: Provide cover across IT Support, including Service Desk, when required.
- Operational Support: Offer support to IT operations, ensuring timely resolution of all Incidents and Tasks.
- Onsite Visits: Conduct bi-weekly site visits to Bracknell and monthly visits to London.
- Escalation and Professionalism: Escalate incidents to line management when necessary and complete assigned work in a timely and professional manner.
- Training: To attend required training when asked – assuming adequate notice has been given.
- Technical Builds: System Builds, links to maintenance & IMACS.
- CMDB: Maintaining CMDB..
- Audio Visual: 1st line AV triage support Birmingham campus.
Skills and experience:
Desktop Support Experience:
- Demonstrated hands-on experience in providing desktop support, ensuring the smooth operation of end user environments.
Hardware/Software Troubleshooting:
- Proven ability to troubleshoot both hardware and software issues, identifying and resolving technical problems efficiently
Software Installation:
- Proficiency in software installation procedures, ensuring proper configuration and functionality on end-user devices
Remote Desktop Tools:
- Working knowledge of remote desktop tools, showcasing the ability to diagnose and resolve issues remotely, enhancing efficiency in support services.
ITIL Framework Understanding:
- Familiarity with the ITIL (Information Technology Infrastructure Library) framework, demonstrating an understanding of best practices in IT service management
- Time Management: Ability to work to a deadline, cope with the pressure of multi-tasking and able to prioritise work.
- Exceptional Customer Service Skills:
- Outstanding interpersonal skills and a customer-centric approach, ensuring a positive and professional experience for end-users. Additionally, knowledge of remote desktop tools, familiarity with the ITIL framework, and exceptional customer service skills are essential for success in this position