SC EUC Infrastructure Support Engineer

EUC Infrastructure Support Engineer
Newport - Although we are currently working from home there is an expectation to return to the office in some capacity in the coming months/year
Hold SC
6 months contract
Inside Ir35




Deliverables
The support of live service demands a flexible and reactive workforce working in a fast-paced environment. All deliverables are facilitated by the raising of Service Desk calls - Requests, Incidents, or Requests for Change and must be resolved/fulfilled within agreed Service Level Agreements.

(Infrastructure Engineers - Deskside / End User Computing)

Responsibilities:
1. Support and provision for end user computing, covering hardware, OS, software, peripherals, telephony, access and connectivity.
2. Incident resolution, for all the above, both local and remote in line with OLA.
3. Request fulfilment, for all the above, both local and remote in line with OLA.
4. Hardware support to cover PC, Laptop, Tablet, Mobile Phone, OS (win7/win10), desktop peripherals and connectivity. Also covers management, storage and physical disposal of stock including auditable management of stock on the Configuration Management Database.
5. Software support to include manual and package installations; download of new software versions, virus checking and local storage and management.
6. Management of (Lexmark) printer estate.
7. Use and utilisation of supporting systems including Active Directory, MS Exchange, Lumension, SCCM, Airwatch, Remote Access, Skype for Business, MS Teams, MarkVision, ServiceNow, D ell/Lenovo Hardware, Bluecoat, Wi-Fi, VDI and other systems that may be introduced at any time.
8. Escalation to and liaison with external suppliers for both incident management and service delivery, currently this includes Modality Systems (Skype for Business), Lexmark (printer estate), BMS (remote access support), Boxxe (MovelT) and others, list will change over time.
9. Escalation to and liaison with internal technology teams covering 3rd line support or other technology specialisms for incident management, problem management and service delivery.
10. Support, including initial triage, for any other technologies used across the estate including smart meeting rooms, room booking tablets etc.
11. Involvement with and allocation to project delivery in line with activity scope around end user hardware, OS, software or service change.
* Recommissioning of office space post covid shutdown
* Secure wiping and preparation of redundant IT kit for disposal or onward gifting to charities.
This list is subject to change based on the needs of the organisation.




Essential Skills and experience:

Microsoft Windows operating systems/technologies, RAS Administration
Active Directory management, Application and operating system deployment using SCCM
Mobile Device Management, Network Share Administration
Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made. Owns an issue until a new owner has been found or the problem has been mitigated and / or resolved.
Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service.
Has lateral thinking capability to dissect a problem into its component parts to identify and diagnose root causes, allowing problem resolution. Able to troubleshoot and identify problems across different technology capabilities including compute, storage, networking, physical infrastructure, software, commercial off the shelf (COTS) and open-source packages and solutions, virtual and cloud including IaaS, PaaS, SaaS.

Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.