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EUC 3rd Line Technical Support Specialist

2 months ago

Ashford, Kent, United Kingdom Brake Bros Limited Full time
About the Role

We are seeking an experienced EUC 3rd Line Engineer to join our Technology team on a full-time, permanent basis. As a key member of our infrastructure team, you will be responsible for providing technical support to end-users, deploying new technologies, and ensuring excellent customer service.

Key Responsibilities
  • Provide 3rd line technical support for end-users, including troubleshooting and resolving complex technical issues.
  • Deploy new technologies and application upgrades throughout the estate, ensuring seamless integration and minimal disruption.
  • Manage and close incidents and service requests via our helpdesk ticketing system, owning through to resolution.
  • Conduct root cause analysis, document known errors, and implement problem management actions to prevent future occurrences.
  • Produce high-quality documentation for use by 2nd line and 1st line engineers and end-users.
  • Ensure changes are made in accordance with change management guidelines and policies.
  • Support projects as required to deploy new technologies and ensure smooth service delivery.
Requirements

To be successful in this role, you will need:

  • A good working knowledge of maintaining IT security, infrastructure, and service standards.
  • Technical knowledge of Microsoft products, including client Operating Systems (Windows 10 and 11), Teams, Office 365, and Azure.
  • Experience administering MDM platforms, such as Endpoint Manager (Intune), and understanding of networking (Wireless, LAN, and WAN).
  • Experience managing Apple devices, including MacOS and IOS, is essential.
  • Excellent interpersonal skills and a customer service-focused approach.
  • A keen attention to detail, essential for maintaining accurate inventory data and documentation.
  • Experience supporting networked printers and proven troubleshooting skills for hardware and application support, as well as Active Directory/Azure AD understanding and administration experience.
  • ITIL V3/V4 foundation certificate and experience of service delivery frameworks are highly advantageous.
What We Offer
  • A competitive salary.
  • A pension scheme.
  • A generous holiday allowance of 25 days, with the option to purchase additional holidays and bank holidays.
  • Huge discounts on all sorts of lovely food and award-winning products through our staff shop.
  • Discounts on cinema tickets, shopping, and earn cashback on purchases through Sodexo.
  • Recognition awards and incentives.
  • Real career opportunities - being part of Sysco, the world's leading foodservice business, opens a world of possibility.