End User Support Engineer

What you’ll be doing

• Troubleshooting and resolution of technical issues related to all end user hardware and software, including Windows and Mac.
• Lead and champion the asset management life cycle.
• Performing laptop builds using Intune.
• Adhering to the joiner and mover process, ensure colleagues have the required end user devices prior to their start date.
• Ensure all joiners have an excellent on-boarding experience. This includes providing end user devices, shipping, and conducting remote laptop handover for VIP users.
• Ensure all actions are recorded in our ITSM tool. Keeping colleagues informed of the progress of their requests.
• Systematically interprets colleague requests and identifies solutions and possible side effects.
• Champion customer service when supporting the Tech bar.
• Ensure all incidents are resolved within SLA.
• Ensure the end user devices in the office are maintained and supported.
• Leading on key End User refresh and continuous improvement projects.
• Continuous review the services we are offering the end users and contribute to proactive change.
• Working closely with our 3rd party partner on the delivery of asset life cycle.
• Occasional overtime to support key office alterations.
• Occasionally overseeing and managing contractor installations out of core business hours.

About you

• 4 Years previous experience in an IT Technical support role.
• Excellent knowledge of Microsoft Office 365 and MS Operating SystemsUnderstanding of ITIL (ITIL foundation is desirable)
• Great working knowledge of Microsoft Intune.Use of and understanding of IT Tools, Active Directory, Azure AD
• Excellent communication skills, customer focused and a positive attitude.Ability to plan, prioritise and complete your own work.
• Willingness to engage with and work in other technologies.Flexible and adaptable when dealing with changing requirements and priorities.
• Able to resolve issues or come up with a workaround while under pressure.

Desirable Technologies

• Experience using ITSM tools such as ServiceNow
• Microsoft Autopilot
• Microsoft Defender
• JAMF
• Apple Mac OSX
• Apple iOS
• Microsoft Teams Rooms
• Networking technologies such as TCP/IP, VLANs.

Interview process

1 Stage Interview (50min on site interview)

Working Schedule

We are based in Bristol, BS2 0TR. This role is permanent, full time, 37.5 hours per week, Monday to Friday, onsite in the Bristol office. Occasional out of hours work for upgrades, incidents and fixes is expected.

What’s on offer

• Discretionary annual bonus* and annual pay review
• 25 days* holiday plus bank holidays and one additional Christmas closure day
• Option to purchase up to five additional days’ holiday**
• Flexible working options, including hybrid working
• Enhanced parental leave
• Pension scheme with up to 11% employer contribution
• Income protection and life insurance (four times salary at core cover level)
• Private medical insurance*
• Healthcare cash plans, including optical, dental and outpatient care
• Health screening programme
• Help@hand, including confidential mental health counselling and remote GP support
• Free on-site gym including classes
• Wellhub access to fitness providers and wellness coaching
• Travel-to-work schemes, bike storage and shower facilities
• In-house barista and deli with subsidised coffee and sandwiches
• Two paid volunteering days each year

* Dependent on role level.
** Available for selection during the annual benefits window in November.

Belonging at HL

HL is an inclusive employer and we value the different perspectives and experiences people bring. We welcome applications from everyone and are committed to providing an accessible recruitment process. If you need an adjustment at any stage, please let the Recruitment & Onboarding team know.

Flexible working: This role may be available on a flexible-working or part-time basis. Please ask the Talent Acquisition team for more information.

Sponsorship: We are unable to provide employment sponsorship for this role.