End User Support Engineer - Manchester

The role of the EUS Analyst is to provide onsite IT support for colleagues, this will cover all end user devices, iPhone, iPad, PC, laptop etc. Utilising strong technical skills, the EUS Analyst will resolve and fulfil technical Incidents and Service Requests, and where appropriate, provide an interface for other activities such as IT Service Desk, Major Incident Management, Asset Management, Change Management, and Problem Management. The EUS Analyst will contribute to the maintenance and adherence of the operational processes, toolsets and procedures. The EUS Analyst will play an integral role supporting escalations and ensuring end users receive high quality IT support services. Operational

• Technically resolves end users Incidents and fulfils Service Requests, across all supported IT devices in accordance with agreed service levels.
• Utilising the Service Management toolset (ITSM Remedy), provides accurate and timely updates to agreed standards for all allocated Incidents and Service Requests.
• Undertakes all relevant technical support and maintenance tasks/activities as required by Change Management, Incident Management, Problem Management, Service Request Management, and IT projects.
• Where technical responsibilities dictate, liaise with other internal support teams, internal senior management and suppliers in the day to day management of Incidents and Service Requests. And where appropriate initiates the escalation process for Major Incidents.
• Identifies key issues and risks, escalating promptly to line management team.
• Attends and actively participates in all daily stand up and team meetings
Key competencies and behaviours:
• Takes a customer first approach in all end user interactions.
• Drives quality to the fore during all aspects of work.
• Shares and supports the vision for service excellence and willingly identifies opportunities to develop this vision further.
• Understands and empathises with the end user's operational needs and the business impact of all interruptions to service.
  
  Demonstrate the ability to be a positive influence when working with end users, and internal and external teams.
• Strong communicator both written and verbal.
• An eye for technical detail and a "completer/finisher".
• Methodical and self-disciplined with flexibility and a willingness to learn new skills.
• Basic Health and Safety awareness to ensure a safe working environment at all times
• Excellent stake holder management and communication skills
• Willing to travel to other Eversheds Sutherland sites, potentially at short notice, as well as other locations where Eversheds Sutherland maybe holding events. On occasion, international travel may be required.
Skills and experience
• End point device hardware knowledge (HP, Lenovo, Apple - laptops, iPhones, iPads, office telephony and WiFi
• Accessing and configuring Firmware/BIOS to set standards
• Operating System exposure - install/update/remediate (Microsoft Windows - all support versions)
• End point software suites - install/update/remediate (Microsoft Office - all supported versions)
• Mobile Device Management Enterprise experience - device enrol/un-enrol (Profile Push) Mobile Iron Mobile Platform
• End point Enterprise management systems - device updates/software install (Microsoft SCCM, McAfee PGP, Bit locker)
• End point Enterprise deployment technologies - device pre-boot configuration, booting devices running device build sequences (Microsoft SCCM, Microsoft MDT)
• End point Enterprise encryption systems - device enrolment, device encryption/decryption and device/user (Microsoft MBAM, BeCrypt Enterprise, PGP, Bit locker)
• A strong understanding of core application technologies, for example, email, document management, time recording.
• Service management tool experience - Accessing, updating, closing calls (Remedy)
• Telephony end point support (Mitel)- Handset configuration, extension allocation
• A good understanding of Group Policy operation
• PC device builds and post build configuration
• IOS/IPAD device builds and post build configuration
• Break/fix work from the incident/request queues
• Maintenance of endpoint devices in relation to Windows updates, anti-virus software and encryption software
• Device administration in SCCM3
• Device administration in MDM
  
  We are Eversheds Sutherland, a global law firm, with 5,000+ colleagues in more than 30 countries. We're full service with deep niche and sector experience. Whatever challenge, wherever in the world, we're equipped and ready to meet it. We live our values, we're purposeful and purpose-led. So although the world is fast-moving and rapidly changing, we see it as a place where everyone can thrive. We're ambitious for our clients, our communities - and for you. Whether you're starting out on your career or well established, whether you're a lawyer or in business services. If you're looking for what's next, we are too.
What to expect With us, you grow your global mindset. You're encouraged to put ideas into action and there's always something new and different to get involved in. We see the fast-moving world as a place where we can all thrive and succeed. We're excited for what's next, so with us, you can be too.,
• At Eversheds Sutherland, we provide benefits focused on looking after you: your development, your performance, your financial future and your health, as well as providing the opportunity to make a contribution to the world.
• We're fair, transparent and equitable
• We share in the success of the firm, reward alignment to our values, going above and beyond and your individual performance
• We support flexible ways of working through our remote working policy and commitment to flexible, agile and hybrid ways of working
• We support your health and performance through our dental, healthcare and wellness support
• We support everything you are and all you bring through our powerful commitment to diversity and inclusion
• We provide a platform for your career, whatever your ambitions through our structured professional and personal training, mentoring and development programs
• We provide experience and opportunity through international and cross-function exposure
• We provide an opportunity to give back through our pro bono work and community engagement
• We help you plan ahead through retirement planning, insurance and assurance
Diversity and inclusion At Eversheds Sutherland, "Inclusive" is a core business value. We bring together different skillsets, global mindsets and approaches. We foster diversity of thought and the freedom to put ideas into action. We have an inherent respect for the individual. We have a strong belief in collaboration and teamwork. Sharing ideas, asking questions, solving challenges and meeting our clients' goals: together. We want all our people to thrive at work and reach their full potential and we work hard to continue to build a diverse and inclusive culture, monitor and report on our progress and impact, and develop our approach. This is reflected in our policies, systems and processes, and in our work with diversity membership organisations. Many of our people work flexibly in some way and we are open to considering how we can accommodate flexible working arrangements alongside role requirements. If this is important to you, please talk to us about it during the recruitment process.