Engineer, End User Services

• Provide on-site and remote technical support for desktops, laptops, mobile devices, peripherals, and other end-user computing equipment.
• Install, configure, maintain, and troubleshoot endpoint hardware, software, and operating systems.
• Perform new machine setup, imaging and re-imaging, software installation, device configuration, and integration into the existing IT environment.
• Investigate and resolve endpoint-related incidents and service requests, providing temporary or permanent resolutions where required.
• Manage, track, update, and resolve incidents and service requests within agreed SLAs using ServiceNow.
• Escalate complex technical issues to third-party vendors or appropriate resolver groups and follow through to resolution.
• Perform desktop and laptop maintenance, including patching, troubleshooting, upgrades, and general device support.
• Set up and troubleshoot printers, scanners, virtual meeting solutions, and other workplace peripherals.
• Provide Level 1 troubleshooting for network-related issues to minimise service disruption.
• Support endpoint and mobile device management activities using tools such as Microsoft Intune.
• Support endpoint provisioning and deployment using tools such as Microsoft Autopilot.
• Maintain accurate hardware and software inventory records, including device registration, de-registration, ownership updates, and asset conversions.
• Maintain system configurations, incident records, work instructions, standards, and operating procedures.
• Monitor agreed service levels and provide timely status updates and reporting to relevant stakeholders.
• Work closely with IT Security, Server, Network, and other technology teams to ensure smooth and secure operations.
• Assist with the investigation and resolution of endpoint-related IT security incidents.
• Participate in endpoint implementation, deployment, upgrade, migration, testing, and infrastructure change activities.
• Support users across multiple sites, including remote offices, while maintaining high standards of customer service.

• Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Proficiency in Windows Operating Systems; knowledge of macOS, Linux, or Google Workspace will be an advantage.
• Strong knowledge of IT hardware components and hands-on troubleshooting.
• Experience with Active Directory user and endpoint administration.
• Experience with Mobile Device Management solutions such as Microsoft Intune.
• Familiarity with deployment and provisioning tools such as Microsoft Autopilot.
• Experience supporting productivity and collaboration tools including Microsoft Office, OneDrive, SharePoint, Microsoft Teams, and Zoom.
• Hands-on experience with IT Service Management platforms such as ServiceNow.
• Understanding of ITIL Foundation principles and IT Service Management best practices.
• Good understanding of endpoint security, patch management, asset management, and incident management.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication skills with the ability to work independently and collaboratively.
• Strong attention to detail with a commitment to high-quality service delivery.
• Customer-first mindset with a strong focus on user satisfaction.
• Relevant certifications such as CompTIA A+, Microsoft, or ITIL will be an added advantage.
• Fluent in spoken and written English.