Job Description
Deliver on‑site end‑user support across desktop/laptop devices, break/fix repairs, managed print (MPS), conference‑room AV and VIP support, Tech Bar services, hardware builds, and software support as part of the wider service delivery model.
Location, Working Pattern, Security & Compliance
* Primary work location: Aldermaston, with rotational coverage at Reading Green Park
* Occasional travel to remote sites to install or replace equipment
* Standard working hours: 07:00–17:30 (9‑day fortnight, shift‑dependent)
* Occasional out‑of‑hours work to support VIP or high‑profile events
* Role is based on a nuclear‑licensed site in the Reading area
* Security clearance required: SC to start, with eligibility for DV (or DV as standard depending on assignment)
Key Responsibilities
End‑User Compute (EUC)
* Diagnose and resolve desktop/laptop incidents including rebuilds and break/fix repairs
* Troubleshoot Windows client OS
* Perform limited software troubleshooting
* Support endpoint encryption and WSUS updates
* Administer Active Directory and assist with SCCM deployments
* Staff the Tech Bar for walk‑in support
Hardware Build
* Build standard and non‑standard desktops; refurbish devices for deployment
* Perform warranty and non‑warranty repairs
* Manage break/fix stock and asset records
* Maintain accurate device and print asset records; complete periodic audits
* Document and improve processes; maintain team SharePoint
Printing / Managed Print Services (MPS)
* Maintain networked HP multifunction printers and manage consumables
* Manage customer PUK code access
* Prepare, test, and install new print devices
* Support print fleet optimisation and audits
Tech Bar & Front‑of‑House Service
* Provide walk‑in support including loan devices, triage, software help, new starters, and orders
* Ensure excellent customer communication and effective back‑office completion
Conference Rooms, VIP & Events
* Manage 250+ conference rooms and conduct assurance visits
* Liaise with AV suppliers for incident resolution and design requirements
* Respond to last‑minute VIP support requests
Networking (Foundational)
* Perform CAT5 and fibre network patching
* Provide hands‑and‑eyes support to suppliers
Ticketing, SLAs & Communication
* Maintain clear ticket updates and resolution notes
* Resolve within SLA or elevate appropriately
* Keep users informed throughout the lifecycle
Projects (when assigned)
* Coordinate small refresh or deployment projects
* Act as point of contact for leadership and customer service managers
Essential Skills & Qualifications
* Strong EUC hardware knowledge and hands‑on break/fix experience (HP/Lenovo/Dell)
* Experience supporting HP multifunction printers
* Proficiency with Windows OS and Microsoft applications
* Solid PC and peripheral hardware knowledge
* Experience with ITSM processes and SLA adherence
* Familiarity with CAT5/fibre patching
* Full UK driving licence and eligibility for nuclear‑licensed site clearance
Desirable Skills & Certifications
* ITIL Foundation
* SCCM knowledge
* Microsoft and CompTIA certifications (A+, Network+, MCP)
Behaviours
* Service excellence mindset; structured and methodical approach
* Team‑oriented; promotes collaboration and knowledge sharing
* Professional, positive, proactive, calm under pressure
* Politically aware, reliable, and conscientious
* Continuous service improvement mindset
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