EUX Engineer

Purpose of the role

• Monitor and maintain hardware and software systems on end-user devices in operational areas
• To support BA by ensuring that operational processes are backed by properly functioning end-user devices including PCs, printers, scanners, specialist devices

Accountabilities 

• Carry out the installation, maintenance, and configuration of hardware, software, networks, and applications in line with required accreditations on end-user devices in operational areas – this includes PCs, printers, and specialist devices.
• Actively maintain applications on operational end-user devices, collaborating with product teams.
• Actively engage in the continuous monitoring and maintenance of systems and networks.
• Provide technical support in response to calls from staff members or clients, effectively communicating solutions for resolving issues.
• Diagnose and troubleshoot system and network problems, software faults, or hardware complications.
• Support the roll-out of new applications, documenting relevant end user support knowledge articles.
• Document and track issues and solutions for future reference and continuous learning.

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

• Educated to degree level or equivalent experience
• ITIL qualification

Skills

• Deep understanding of service value for customers and driving continuous service improvements.
• Initiates and manages change to help shape the future direction of IAG Tech and organisation.
• Demonstrates clear leadership and an ability to influence and persuade across the organisation at senior levels, leading by example and aligning stakeholder groups around a common vision.
• Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.
• Demonstrates and applies a deep understanding of third-party supplier management principles.
• Excellent communication skills with a capacity to present, discuss and disseminate important messages to an executive audience
• Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues
• Fluent written and spoken English

Experience

• Experience of leading a global 24x7 service offering
• Strong experience of delivering critical IT services in an operational environment
• Demonstrable expertise in a specific technical specialism and/or broad technical expertise. 
• Experience of developing in an agile and/or DevSecOps environment is highly desirable, including unit testing, behaviour driven development, and continuous integration/continuous deployment.
• Experience of operating across multiple countries and cultures is desirable, but not essential