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Salary This is an exciting time to join dentsu International as we focus on becoming a 100% digital economy business through content, media and commerce. We are well placed to build capability, scale and sustainable growth as a high-performance business. Our strategy is driven by our unique culture with one vision (to innovate the way brands are built), one set of values and a unique operating model which drives collaboration, client focus and attention.
Key Responsibilities
What we offer
Job Title:
EUC Support Engineer EMEA Job Description:
Introduction
Dentsu is the network designed for what’s next, helping clients predict and plan for disruptive future opportunities and create new paths to growth in the sustainable economy. Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity.
Dentsu International is a global leader that specialises in Sales, Marketing, Customer Experience, and Retention to enable clients to keep “winning” whilst ensuring customer growth and experience is at the very forefront for their businesses.
We’re currently hiring a EUC Support Engineer based out of our team in London, Manchester, Stafford or Leeds.
Purpose of the Role
As an EUC Support Engineer you will be responsible for providing third line level technical support to our global user base with a dedicated focus on supporting end user computing (EUC) technologies across four technical towers; Collaboration, Identity and Access, Unified Communications and Client Infrastructure.
Supporting the latest technologies within a customer centric environment that provides exceptional customer satisfaction and working with market leading ITSM Service Management tools, you will provide high-levels of technical knowledge, analytical troubleshooting and problem solving to maximise user productivity.
You will work closely with our Service Desk, Deskside Support, Global EUC Engineering, Security and Applications teams to ensure technical issues & requests are managed, progressed and ultimately resolved in a timely manner, ensuring quality is of the highest standard and exceeding service level targets where possible.
You will demonstrate a high capacity for learning & development and will seek to adopt new knowledge and resolution capabilities.
Excellent communication skills are mandatory, and the ability to be self-disciplined & motivated is necessary, as well as having excellent collaborating skills and a strong sense of team ethic.
Key Responsibilities
- Responsible for managing the resolution of user incidents and any escalated issues from the End User Services (EUS) teams for EUC services.
- Fulfil requests for EUC services, including project requests when required.
- Escalate incidents to the EUC Engineering team when required.
- Work with the EUC Engineering team to ensure high quality, up-to-date documentation exists for all EUC support processes.
- Work with the EUC Engineering team to identify service improvements to current processes.
- Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
- Remain aware of new product developments in technology providing input to improve service and processes.
- Manage workloads, adhere to the team rota, ensure all incident and request tickets are handled in an appropriate, professional manner meeting agreed SLA targets.
- Work as part of a team of technical Support Engineers, providing guidance and expertise as well as setting standards of professionalism and attitude.
- Research solutions to technical issues that can be raised with the relevant service owners.
- Ensure that user experience and satisfaction is at the forefront of all activities.
- Provide prompt and accurate feedback to customers for the incident they have raised.
- Ensure all issues are correctly logged and followed through to completion within the agreed SLA’s.
- Prioritize and manage several open issues at one time.
Education/qualification and training
- Ideally Microsoft / CompTIA certified or equivalent qualifications and experience.
- ITIL qualification (Foundation).
Knowledge/skills
- Excellent troubleshooting skills and knowledge of problem resolution methodologies.
- Demonstrated experience supporting O365 environments using both PowerShell and GUI.
- Good understanding of tracking email end to end to troubleshoot email flow issues.
- Good understanding of SharePoint Online and troubleshooting site issues.
- Managing user authentication issues across AD and Identity provider platforms such as Okta.
- Understanding of how Single Sign On (SSO) works.
- Excellent O365 product knowledge mainly covering Office and Outlook.
- Experience and knowledge of Microsoft Teams and Video Conferencing tools. Zoom knowledge desirable.
- AD Group and Distribution list creation and management.
- Good understanding of Windows Server and DNS.
Experience
- Experienced in IT service management, including change, incident and problem management.
- Experience and knowledge of supporting customers in a complex, enterprise environment.
What we offer
This is a permanent role. You can be based from any of our main office locations; London, Manchester, Stafford or Leeds on a hybrid basis. As well as a competitive salary, you’ll enjoy a benefits package that you can tailor to your needs which includes:
- Competitive Salary
- Company-provided Medical Healthcare
- Generous Pension provisions
- Health and Wellness benefits
- Volunteering days
- Life Assurance
- Working in diverse teams where you can make a real impact.
- Exciting and rewarding environment.
- Varied work across industries
Inclusion and Diversity
Our diverse and inclusive culture enables our employees to bring their whole selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds and cultures.
We are happy to discuss flexible and agile approaches to working for all our roles – we can’t promise we will be able to offer you everything you want or need but we do promise to discuss it with you openly and honestly. If you have any reasonable adjustment needs arising from a disability or
About dentsu
Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo, Japan and our 65,000 employee-base of dedicated professionals work across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society.
Diversity, equity, and inclusion sits at the heart of our Social Impact strategy – our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society, where everyone is equipped to thrive.
Location:
London Brand:
Dentsu Emea Time Type:
Full time Contract Type:
Permanent 
