EUC 3rd Line Engineer

Job Description

EUC 3rd Line Engineer

Brakes, a Sysco company are currently recruiting for an EUC 3rd Line Engineer to join the Technology team on a full time, permanent basis, reporting to the Infrastructure and Field Support Manager.

As the EUC 3rd Line Engineer it is your responsibility to provide both onsite and remote 3rd line technical support of end user technology throughout Sysco GB. Key to delivering the deployment of new technologies and application upgrades throughout the estate. Promoting excellent customer service, dealing with colleagues in a professional, friendly and helpful manner.

We are offering a hybrid working contract with 3 days per week in the Ashford office. Flexibility will be required for travel around the Sysco offices and travel expenses will be reimbursed. Please note this role requires a driving license and your own transport. 

Key Accountabilities and Responsibilities:

• Subject matter expert for EUC technologies, including MDM, Windows 11 and Apple devices.
• Provide both onsite and remote 3rd line support for end-users
• Ability to prioritise workload to ensure service levels are maintained.
• Management and closure of incidents and service requests via the helpdesk ticketing system, owning through to resolution.
• Owner of problem management actions, root cause analysis, known error documentation and associated investigations and resolution.
• Producing high quality documentation for use by 2nd line and 1st line engineers and end users.
• Ensure that changes are made in accordance to change management guidelines and policies.
• Providing support to projects as required to support the deployment of new technologies.

About you:

The successful candidate will have a good working knowledge of maintaining IT security, infrastructure, and service standards as well as a technical knowledge of Microsoft product base including client Operating Systems (Windows 10 and 11) Teams, Office 365 and Azure. You will have experience of administering MDM platforms such as Endpoint Manager (Intune) an understanding of networking (Wireless, LAN and WAN). Experience of managing Apple devices including MacOS and IOS is essential. You must have excellent interpersonal skills and be customer service focused with a keen attention to detail which is essential in maintaining accurate inventory data and documentation. You should have experience of supporting networked printers and proven troubleshooting skills for hardware and application support as well as active Directory / Azure AD understanding and administration experience. It is highly advantageous that the successful candidate has an ITIL V3/ V4 foundation certificate and experience of service delivery frameworks.

What we offer:

• A competitive salary
• Pension scheme
• Generous holiday allowance of 25 days, with option to purchase additional holidays + bank holidays.
• Huge discounts on all sorts of lovely food and award-winning products through our staff shop
• Discounts on Cinema tickets, shopping and earn cashback on purchases through Sodexo.
• Recognition awards and Incentives
• Real career opportunities - being part of Sysco, the world’s leading foodservice business, opens a world of possibility.