Job Description
We are seeking an End User Engineer to support our Team in Chippenham. This will be a hybrid working role, with 2-3 Days a week in office and the rest from home. Ideally we would like to speak to individuals who are competent working in a first line capacity, and have some degree of exposure to supporting on second line.
The End User Operations Team provide a single point of contact for all the internal NEC Employees, to receive support and maintenance with IT. This includes direct and consistent customer interaction, troubleshooting problem areas and repairing issues. Some of the key responsibilities of the role are outlined below:
Technical Support:
1. Resolve IT support request via phone, video, email and in person
2. Troubleshoot and resolve hardware and software issues on desktops, laptops, and mobile devices.
3. Install, configure, and maintain operating systems and software applications.
4. Provide user guidance and training on using software applications and systems.
5. Offer technical assistance to non-technical end-users in a clear and user-friendly manner.
6. Address user questions and concerns, ensuring a positive customer service experience.
7. Perform hardware upgrades, repairs, and replacements as needed.
8. Assist with software installations, updates, and patches.
9. Troubleshoot and resolve software-related issues.
10. Maintain accurate records of support requests, resolutions, and hardware/software inventory through the use of Ivanti ISM
11. Create and update user guides, knowledge base articles, and documentation as necessary.
Qualifications
This role is customer-facing. Our End User Operations Team is in the office working directly with the people they are supporting on a day-to-day basis, so the suitable candidate for this role would need to be comfortable being in a highly personable environment and supporting users extensively in a face-to-face capacity.
Essential:
12. A passion for IT
13. Hardware Troubleshooting knowledge
14. Knowledge of Microsoft 365 apps
15. Knowledge of providing support on Windows 11
16. Ability to prioritise workload with a Ticketing Based System (We use Ivanti ISM)
17. Willingness to learn
18. Capability to work in a fast-paced office environment
19. Ability to communicate & collaborate with colleagues effectively
20. Eligible for UK Security Clearance
Desirable:
21. Prior experience working in a similar role
Additional Information
We are proud of the benefits we offer employees of NEC Software Solutions
22. Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
23. 25 days paid holiday with the option to buy/ sell
24. 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
25. A Group Pension Plan with fantastic employer contributions up to a maximum of
26. A fantastic selection of flexible benefits to suit your individual needs
27. We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
28. All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.