End User Support Engineer

End-User Compute (EUC)

Deliver on‑site end‑user support across desktop/laptop devices, break/fix repairs, managed print (MPS), conference‑room AV and VIP support, Tech Bar services, hardware builds, and software support as part of the wider service delivery model.

Responsibilities

• Diagnose and resolve desktop/laptop incidents including rebuilds and break/fix repairs.
• Troubleshoot Windows client OS.
• Perform limited software troubleshooting.
• Support endpoint encryption and WSUS updates.
• Administer Active Directory and assist with SCCM deployments.
• Staff the Tech Bar for walk‑in support.
• Build standard and non‑standard desktops; refurbish devices for deployment.
• Perform warranty and non‑warranty repairs.
• Manage break/fix stock and asset records.
• Maintain accurate device and print asset records; complete periodic audits.
• Document and improve processes; maintain team SharePoint.
• Maintain networked HP multifunction printers and manage consumables.
• Manage customer PUK code access.
• Prepare, test, and install new print devices.
• Support print fleet optimisation and audits.
• Provide walk‑in support including loan devices, triage, software help, new starters, and orders.
• Ensure excellent customer communication and effective back‑office completion.
• Manage 250+ conference rooms and conduct assurance visits.
• Liaise with AV suppliers for incident resolution and design requirements.
• Respond to last‑minute VIP support requests.
• Perform CAT5 and fibre network patching.
• Provide hands‑and‑eyes support to suppliers.
• Maintain clear ticket updates and resolution notes.
• Resolve within SLA or escape appropriately.
• Keep users informed throughout the lifecycle.
• Coordinate small refresh or deployment projects.
• Act as point of contact for leadership and customer service managers.

Qualifications

• Strong EUC hardware knowledge and hands‑on break/fix experience (HP/Lenovo/Dell).
• Experience supporting HP multifunction printers.
• Proficiency with Windows OS and Microsoft applications.
• Solid PC and peripheral hardware knowledge.
• Experience with ITSM processes and SLA adherence.
• Familiarity with CAT5/fibre patching.
• Full UK driving licence.
• Eligibility for nuclear‑licensed site clearance.

Desirable Skills & Certifications

• ITIL Foundation.
• SCCM knowledge.
• Microsoft and CompTIA certifications (A+, Network+, MCP).

Behaviours

• Service excellence mindset; structured and methodical approach.
• Team‑oriented; promotes collaboration and knowledge sharing.
• Professional, positive, proactive, calm under pressure.
• Politically aware, reliable, and conscientious.
• Continuous service improvement mindset.

Location & Working Pattern

• Primary work location: Aldermaston, with rotational coverage at Reading Green Park.
• Occasional travel to remote sites to install or replace equipment.
• Standard working hours: 07:00-17:30 (9‑day fortnight, shift‑dependent).
• Occasional out‑of‑hours work to support VIP or high‑profile events.
• Role is based on a nuclear‑licensed site in the Reading area.
• Security clearance required: SC to start, with eligibility for DV (or DV as standard depending on assignment).

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