Junior EUC Support Engineer

About The Role

We are actively building diverse teams and welcome applications from everyone.

Role:
Junior EUC Support Engineer

Location:

Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type:
Permanent

Salary Package:

£25,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid‑for volunteering days a year

Hours:

9.00 am – 5.30 pm Monday – Friday

Interview Process: 2‑stage process

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life‑long learning opportunities
• Opportunity to join Europe's largest privately‑owned IT Company

To provide high level of support to the SCC infrastructure and users at SCC locations in Birmingham and regionally when required. The role of Junior EUC Support Engineer will require a customer facing individual who can work predominantly as part of team and on their own when required, to deliver a high standard of IT support working within contractual SLA and KPI’s.

• Incident Resolution:
  Resolve incidents and service requests within agreed Service Level Agreements (SLAs).
• Vendor
  
  Collaboration:
  
  Liaise with 3rd party suppliers for effective call resolution when necessary.
• Desktop Support: Perform comprehensive desktop support to ensure optimal functionality.
• Service Quality Assurance: Deliver a high‑quality service support experience to users and resolver groups.
• Incident Logging: Ensure accurate and articulate logging of all Service Now Incidents with relevant information.
• SLA Compliance: Manage Service Now Incidents and Tasks within SLA, ensuring timely customer communication.
• IT Support Coverage: Provide cover across IT Support, including Service Desk, when required.
• Operational Support
  :
  Offer support to IT operations, ensuring timely resolution of all Incidents and Tasks.
• Onsite Visits: Conduct bi‑weekly site visits to Bracknell and monthly visits to London.
• Escalation and Professionalism
  :
  Escalate incidents to line management when necessary and complete assigned work in a timely and professional manner.
• Training: To attend required training when asked – assuming adequate notice has been given.
• Technical Builds: System Builds, links to maintenance & IMACS.
• CMDB: Maintaining CMDB.
• Audio Visual
  : 1st line AV triage support Birmingham campus.

• Demonstrated hands‑on experience in providing desktop support, ensuring the smooth operation of end user environments.

• Proven ability to troubleshoot both hardware and software issues, identifying and resolving technical problems efficiently.

• Proficiency in software installation procedures, ensuring proper configuration and functionality on end‑user devices.

• Working knowledge of remote desktop tools, showcasing the ability to diagnose and resolve issues remotely, enhancing efficiency in support services.

• Familiarity with the ITIL (Information Technology Infrastructure Library) framework, demonstrating an understanding of best practices in IT service management.
• Time Management:
  Ability to work to a deadline, cope with the pressure of multi‑tasking and able to prioritise work.
• Exceptional Customer Service Skills.
• Outstanding interpersonal skills and a customer‑centric approach, ensuring a positive and professional experience for end‑users. Additionally, knowledge of remote desktop tools, familiarity with the ITIL framework, and exceptional customer service skills are essential for success in this position.

SCC is Europe's largest privately‑owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non‑membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

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