Essential Duties & Responsibilities As a Senior EUC Engineer, you are responsible for providing thought leadership and expertise in IT second line support to all Maximus UK end users and partner organisations. You provide on-site support for users in the main Maximus UK locations and call centres as well as for home workers via remote tools and methods. You will be an expert in the technology deployed by Maximus UK to its end user community and work closely with the Service Desk, other EUC engineers and the Technology teams to solve hardware and software issues on PCs, laptops, software, mobile phones and desk telephony, within the agreed KPIs/SLAs. You will have an overview of the technology stack and look for innovative ways to deploy technology solutions to meet the ever-expanding needs of the business and deliver those changes to the end users. You will engage end users and impart your knowledge to support them getting most value from their tools. You will impart knowledge and mentor colleagues to ensure they deliver the relevant support. This role is based in the Leicester office 5 days per week with periodic travel to other Maximus UK sites . 1. Resolve all tickets and incidents to agreed SLAs and Customer Service targets and by focusing on root causes to drive down outages and monitoring performance of team?s overall quality and efficiency of ticket resolution. 2. Deliver innovative improvements of the production environment through automation and process improvement to reduce incidents and requests in partnership with 3rd party providers and by taking into account user feedback on service. 3. Deliver and lead technology solutions to agreed standards including security policies and that drive customer satisfaction. 4. Continue to learn about EUC hardware, software and simple desktop applications, particularly the M365 suite and Maximus hardware standards. 5. Ensure Maximus UK policies, standards and controls are adhered to. 6. Manage Stakeholders both within and outside technology 7. Mentoring and leadership of other engineers. Qualifications & Experience ? Degree level or equivalent in Information Technology, Computer Science, or related field of study OR an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job. ? Experience building &/or managing live production systems/platforms ? 5 or more years of experience working with End User Compute devices and technologies ? specifically the Microsoft suite of products ? Deep knowledge of image deployment, including WDS/PDQ ? Experience in supporting office based and mobile users ? Strong knowledge of Microsoft based operating systems and applications with emphasis on Windows 10; Microsoft Office 2013/O365 and SharePoint ? Excellent knowledge of PCs, laptops and peripherals, their architecture, including internal components ? Experience working with printers, scanners etc. ? Knowledge of mobile technologies ? e.g., Smart Phones ? Android and Apple, Tablets ? Knowledge of PGP and Bit Locker Encryption software ? Knowledge of Adaptive Technology Individual Competencies ? Proactive, methodical, and thorough approach to operations management ? Excellent ability to communicate in both written and oral forms, to technical and non-technical audiences at all levels of the organisation ? Ability to work independently to objectives and manage multiple initiatives in parallel. ? Customer and user focussed, with the ability to understand and manage stakeholder goals and priorities across Business Divisions ? Flexible and pragmatic attitude, with the ability to work effectively in a fast paced environment. ? Excellent influencing of peers and partners in delivery of operational priorities and maintaining positive and productive relationships. ? Coaching, mentoring and leading of teams, creating performing teams who meet or beat their target SLAs with a mentoring and supporting attitude EEO Statement Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your?Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.
