Euc Support Engineer

3 days ago

Salford, United Kingdom The ReThink Group Limited Full time

**EUC Support Engineer**

**DI R0992415**

As a EUC Support Engineer based in one of our Regional Hubs, you will be responsible for providing technical support to our global user base. You will work as part of the Technical Support Team but have a dedicated focus on supporting end-user computing(EUC) technologies; Collaboration, Identity and Access, Unified Communications.
Supporting the latest technologies within a customer centric environment that provides exceptional customer satisfaction and working with market leading ITSM Service Management tools, you will provide high-levels of technical knowledge, analytical troubleshootingand problem solving to maximise user productivity.
You will demonstrate a clear knowledge of the ITIL service management framework and an understanding of building and delivering excellent service to our users.
You will demonstrate a high capacity for learning & development and will seek to adopt new knowledge and resolution capabilities through a strong 'shift-left’ approach.
Excellent communication skills are mandatory, and the ability to be self-disciplined & motivated is necessary, as well as having excellent collaborating skills and a strong sense of team ethic.

**About Dentsu**

We are dentsu. In good times and bad, we partner with brands to achieve meaningful progress as a force for growth and good. Our teams of optimists, entrepreneurs and first-movers coalesce around the needs of our clients, unlocking unique possibilities forsustainable value and lasting change. Dentsu is currently the largest advertising agency in Japan and the fifth largest advertising agency network in the world.

We are committed to long-term sustainable change in society and within dentsu to ensure a culture of fairness, equity and equality for all.

Celebrating and cultivating the diverse perspectives and individuality across our business is key to our success.

At dentsu we're intent on driving systemic change for a future where we have a fair and equitable workplace representing the societies in which we operate.

Our employee networks have been developed to help drive positive change across our business and society; helping us to foster a culture of inclusion where everyone can thrive because of who they are.

**Our Benifits Include**:

- 25 days holiday
- Pension (5% Company Contribution)
- Life Assurance (4 x salary)
- Private Medical Insurance (Family Cover)
- Critical Illness Cover
- Holiday Buy & Sell
- Income Protection (70% of Salary)
- Cycle to work scheme
- Eye care vouchers

**Key Responsibilities**:

- Responsible for managing the resolution of user incidents and any escalated issues from the Service Desk for EUC services.
- Fulfill requests for EUC services, including project requests when required.
- Escalate incidents to the EUC Global team after initial troubleshooting.
- Work with the EUC Global team to ensure high quality, up-to-date documentation exists for all EUC support processes.
- Work with the EUC Global team to identify service improvements to current processes.
- Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
- Remain aware of new product developments in technology, providing input to improve service and processes.
- Work with the Technical Support Manager to agree team responsibilities and activities, by engaging with business users and other technical support functions.
- Manage workloads, adhere to the team rota, ensure all incident and request tickets are handled in an appropriate, professional manner meeting agreed SLA targets.
- Work as part of a team of technical support engineers, providing guidance and expertise as well as setting standards of professionalism and attitude.
- Research solutions to technical issues that can be raised with the relevant service owners.
- Ensure that user experience and satisfaction is at the forefront of all activities.
- Talk customers through a series of actions, either via phone or chat, until they have solved a technical issue.
- Provide prompt and accurate feedback to customers for the incident they have raised.
- Ensure all issues are correctly logged and followed through to completion within the agreed SLA’s.
- Prioritize and manage several open issues at one time.

**Skills**:

- Managing user?authentication?issues across AD and Identity provider platforms such as Okta.
- Experience in troubleshooting user account issues (account lockout etc).?
- Understanding of how Single Sign On (SSO) works.
- Excellent O365 product knowledge to support users in the user context, mainly covering Office and Outlook.
- Experience and knowledge of?Microsoft?Teams and Video Conferencing tools. Zoom knowledge is desirable. ?
- AD Group and Distribution list creation and management.
- Good understanding of Windows Server, DNS, DHCP technologies.
- Good understanding of cloud technologies.
- Experience in following runbooks to complete tasks and troubleshoot when following the runbook does not work.
- Experience administering Exchange objects in Hybrid configuration using both PowerShell and GUI.
- Good understanding of SharePoint Online and troubleshooting site issues.

**Working with Dentsu**

Joining dentsu, you’ll be part of a team of 46,000 people, spread across 143 markets.

Along the way, you’ll collaborate with inspiring colleagues and encounter a richness of clients, cultures and experiences. We partner with over 11,000 clients around the world including, Coca-Cola, Volkswagen, P&G, Philips, Kellogg’s, Microsoft and Burberry.

So, the opportunities to grow, learn and produce career-defining work are endless.

Dentsu is a network of six leadership agencies, covering three specialist areas: Media, Creative and Customer Experience

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