EUC 3rd Line Engineer

4 weeks ago

Ashford, Kent, United Kingdom Brakes Full time
Job Description

EUC 3rd Line Engineer - Technical Support Specialist

We are seeking an experienced EUC 3rd Line Engineer - Technical Support Specialist to join our Technology team on a full-time, permanent basis. As a key member of our Infrastructure and Field Support Manager's team, you will provide onsite and remote 3rd line technical support for end-user technology throughout Sysco GB.

Your key responsibilities will include:

  • Providing subject matter expertise for EUC technologies, including MDM, Windows 11, and Apple devices.
  • Offering both onsite and remote 3rd line support for end-users.
  • Prioritizing your workload to ensure service levels are maintained.
  • Managing and closing incidents and service requests via the helpdesk ticketing system, owning them through to resolution.
  • Ownership of problem management actions, root cause analysis, known error documentation, and associated investigations and resolutions.
  • Producing high-quality documentation for use by 2nd line and 1st line engineers and end-users.
  • Ensuring changes are made in accordance with change management guidelines and policies.
  • Providing support to projects as required to support the deployment of new technologies.

About the Role:

We are looking for a highly skilled and experienced EUC 3rd Line Engineer - Technical Support Specialist who has a good working knowledge of maintaining IT security, infrastructure, and service standards. You will have technical knowledge of Microsoft products, including client operating systems (Windows 10 and 11), Teams, Office 365, and Azure. Experience with administering MDM platforms, such as Endpoint Manager (Intune), and understanding of networking (Wireless, LAN, and WAN) is essential. You must have excellent interpersonal skills and be customer service-focused with a keen attention to detail, which is essential in maintaining accurate inventory data and documentation. You should have experience supporting networked printers and proven troubleshooting skills for hardware and application support, as well as active Directory / Azure AD understanding and administration experience. An ITIL V3/ V4 foundation certificate and experience of service delivery frameworks are highly advantageous.

About Brakes:

At Brakes, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated, and has the same opportunities. We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Brakes, and we recognize that Brakes can only thrive when everyone feels they belong.

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