EUC Infrastructure Engineer at Collinson

Purpose of the role

Providing 1st, 2nd and 3rd line support to maintain the functioning of End-User' devices and the supporting infrastructure of the business. Opening, tracking, and recording of support tickets from End Users. Taking ownership of incidents and requests raised by staff and providing end to end resolution of tickets. Supporting BAU and Project functions for the business. Ability to liaise across a cross functional team. Working with third party vendors as and when required.

Responsibilities of the role

• The EUC Infrastructure Support Engineer will look after the BAU and project functions across cloud and traditional infrastructures for Collinson and its companies. There is also the requirement of being an escalation point for the service desk and infrastructure engineers who will look to you for guidance on both technical and commercials inside Collinson.
• Responsible for reporting and performing root cause analysis for underlying issues and incidents that affect EUC devices, system and application performance and availability including proactively identifying and resolving known errors and problems to minimize incident re-occurrence.
• Maintaining the EUC devices and core infrastructure and performing BAU tasks.
• Management and overseeing of routine OS and application updates and patching and software packaging and deployment via the KACE SMA.
• Assist in the analysis and evaluation of vendor supplied software and hardware products in accordance with Company requirements and specifications.
• Executing projects and tasks independently and with limited direct supervision.
• Troubleshooting of hardware, software and networking issues.
• Providing the technical input into planning and implementation of user end IT upgrades and installation.
• Asset management of all UK EUC devices.
• Assisting with end user device desktop issues, application upgrades and hardware support.
• Frequent monitoring and updating of incidents and requests within relevant Service Now queues.
• Assisting VIP staff for all levels of EUC and infrastructure support.
• Creation and updating of accurate system, application and troubleshooting documentation.

Must have experience with:

• Windows 10
• Windows Server
• Microsoft Office 365
• Microsoft Teams
• Microsoft Teams Rooms
• Sharepoint
• Powershell
• AD / Azure AD
• Group Policy
• Networking concepts, including TCP/IP and VPN
• Desirable to have experience with existing product set such as:
• Microsoft Endpoint manager
• Cloud Technologies
• Crowdstrike
• KACE SMA
• Solarwinds
• Netskope