Desktop Support Engineer

Our Pledge

At Inizio,we value inclusivity, recognize the power of diversity, and inspire the next generation of change-makers. We are an equal opportunities employer. We believe in creating a work environment that values diversity, equity, and inclusion. We aim to recruit from a diverse slate of candidates and foster an environment that provides the right conditions for long-term success. We welcome all applications regardless of race, colour, religion or belief, gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation and physical or mental disability.

The Role

You will be part of a team of technical, motivated individuals, dedicated to delivering high-quality run-level services across our End User Computing (EUC) environment and supporting change efforts for new and upgraded elements of these areas. Applying best practices, tested technologies, and experience, the EUC engineer ensures the delivery of highly available, efficient, and secured access devices and equipment to the end-user population and support and maintenance of important office-based technologies.

You will report to the EUC Team Leader within the IT Operations department, covering your technical responsibilities within the working hours for your geography (US or Europe), but will share knowledge, practices, and techniques with your colleagues in the other geography to provide a unified support model.

This is a hybrid role with typically 3 days per week in the office.

Responsibilities

• Provide end user hardware and software support remotely and on-site – Ashby Business Park, Ashby.
• Desktop and laptop imaging and software deployment.
• Break/Fix Support including troubleshooting and diagnosis of hardware devices.
• On-Boarding process support including provisioning, installation, and delivery of EUC hardware and services.
• Off-Boarding support including deprovisioning EUC services and application access.
• ITAM (IT Asset Management) - full Lifecycle Asset Management for end-user devices and supporting print management software with print, copy and scan.
• Working with the Core Support Services Analyst on Mobile device management using appropriate tooling and procedures for Apple, Android, and other supported mobile devices.
• Manage EUC queue, prioritising incidents observing Service Level Agreements (SLAs) and contractual obligations, making sure that all controls and procedures are followed and Service level agreement breaches are avoided.
• Meet deadlines and Service level agreements and take accountability for any roadblocks.
• Look for opportunities to improve EUC procedures and mechanisms.
• Perform maintenance and housekeeping tasks to keep systems running smoothly.

What skills and experience you bring to the role

• Customer service focus with commitment to building relationships to ensure the business objective of the organisation are met.
• You can identify opportunities for process improvement.
• Deliver tasks in an organised way, responsive to priorities.
• The ability to present issues and recommendations, and to engage the right people in the organisation to ensure goals are met.
• Able to process large amounts of information to assess risks and priorities.
• Ability to solve problems and think creatively – capacity to provide pragmatic solutions and see these through to a successful conclusion.

Technical competencies

• EUC support experience in Windows 10/11, O365, OneDrive, Microsoft Azure, Teams, Box, installation, configuration and maintenance and other major desktop applications.
• Hands-on experience troubleshooting Windows Desktop issues and an in depth understanding of Active Directory Infrastructure.
• An excellent knowledge of smart and mobile operating systems (Android, IOS) and mobile device management tooling.
• Experience supporting macOS devices.
• An understanding of networking concepts.
• Knowledge of hardware installation and configuration including device encryption.
• Working knowledge of SCCM/InTune/JAMF device imaging and patching.

Benefits

• Great compensation package
• Company bonus scheme
• Company pension plan
• Life assurance
• Cycle to work scheme

Who are Inizio?

Uniting the expertise and capabilities of Ashfield and Huntsworth Health, Inizio was launched to become THE strategic partner for health and life sciences companies. Unparalleled in scale and expertise, we connect a full suite of Advisory, Medical, Marketing/Communications, Patient and Stakeholder Engagement, and Biotech services to reimagine clients' challenges into opportunities.

We are a team of 10,000 experts working together in 35 countries to create something extraordinary. We exist to solve health challenges and develop transformational ideas that positively impact human lives. Working at Inizio offers an opportunity to work for a game-changing company built with one goal. That is to redefine health and life sciences by empowering our people to inspire new possibilities that improve health and build brighter futures.

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