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Job Details

Location

Belfast, Northern Ireland

Posted

Oct 4, 2018

Closing Date

Jul 31, 2019

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EUC Remote Desktop Engineer

  • Main purpose of the job

     

    To provide remote deskside technical support and advisory service of EUC devices, including resolving and enabling the resolution of incidents, problems, requests, events, support the development new solutions or enhancements, configuration testing, implementing new hardware and associated software.

     

    Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:

     

    • Act as 2nd or 3rd Line support for all EUC technical incidents through to resolution.
    • To work with EUC Team in the Belfast office and to liaise with site-based engineers in Cambridge.
    • Create knowledgebase articles where repeated incidents are logged for Service Desk Analysts to increase 1st time Fix.
    • Proactive in providing resolution to common incidents to reduce call volumes
    • You will resolve requests, incidents, problems and major incidents assigned to the Service Delivery team within service level agreements.
    • To log and follow up issues that have been raised with 3rd party support teams where appropriate
    • Support, manage, optimise and maintain the configuration and installation of the Desktop, to include patch updates and hardware replacements
    • Analyse Service Desk calls for EUC Devices and incident data to identify and advise on any potential user training requirement.
    • Assist SCCM Engineers with the development of regular Windows 10 Images right through to Production deployment
    • Assist with the Windows 10 Semi-Annual planning and deployment schedule including assisting with application testing planning with the new feature’s releases.
    • Monitor security profiles and anti-virus software on Desktop devices and take appropriate action in the event of non-compliance with security requirements

     

    Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented.

    Experience and skills:

     

    Experience (essential):

    • Previous experience of onsite support
    • Knowledge and experience on windows operating systems
    • Experience on EUC tools, remote support tools, MS office and outlook.
    • Experience on peripheral devices support (printers, scanners etc)
    • Good Knowledge of System Centre Configuration Manager (SCCM) Administration and Troubleshooting
    • Windows 10 as a Service , Patch Management and Application Deployment using SCCM
    • Knowledgeable in AD & Group Policy
    • Ivanti Workspace Manager products suite (Application Control, Environment Manager)
    • Awareness of ITIL process of Incident, Change, Problem, Service Request and related activities

     

    Experience (desirable):

    • Certification in Microsoft Technologies
    • Experience with Service management, ServiceNow
    • Knowledgeable in AD
    • Experience supporting HP and MAC devices and tablets
    • An understanding of SCCM Image management & deployment

     

    Interpersonal Skills:

     

    • Articulate and a clear communicator
    • Be a customer advocate
    • Have the ability to converse technical terms and definitions to non technical personnel 
    • Meticulous with excellent attention to detail
    • A flexible and enthusiastic approach to the job.
    • Good problem solving and decision making skills
    • Ability work with minimum supervision, perform under pressure and remain highly effective.
    • Consistently demonstrate professionalism creating a high level of customer satisfaction