EUC Support Engineer EMEA

at  Dentsu Aegis Network

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.
Job Title:
EUC Support Engineer EMEA
Job Description:
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.

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.

Candidate Profile

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.

Personal characteristics

• Excellent troubleshooting and problem-solving skills.
• Willingness to update professional knowledge and a commitment to continuous improvement.
• Ability to identify and manage priorities.
• Excellent time management and organisational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.
• Strong organisation and planning skills with exposure to matrix management.
• Demonstrate excellent communication skills, both written & verbal.
• Good relationship and interpersonal skills.
• Ability to set and achieve goals for self.
• Ability to work a flexible schedule.
• Team player.

Location:
London
Brand:
Dentsu Emea
Time Type:
Full time
Contract Type:
Permanen

• 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