Senior End User Services Engineer

Description

Senior End User Services Engineer

Location:

Prestwick, Scotland

Clearance required:

This role will require attainment and maintenance of SC clearance

Leidos is looking for a Senior End User Services Engineer to join our End User Services team, supporting a business-critical programme.

This is an excellent opportunity for an experienced IT support professional who enjoys solving complex technical challenges, improving services, and helping others develop. You'll provide advanced support across end-user technologies, act as an escalation point for technical issues, and work closely with teams across the organisation to deliver a high-quality user experience.

As a senior member of the team, you'll take ownership of complex incidents, contribute to technical improvements and change initiatives, and share your expertise by coaching and supporting colleagues.

• Provide advanced 2nd and 3rd line support for end-user services.
• Act as an escalation point for complex incidents and service requests.
• Troubleshoot hardware, software, operating system and application issues.
• Own technical issues through to successful resolution.
• Support Windows 11 devices and Microsoft endpoint technologies.
• Manage device configuration, software deployment and patching activities.
• Support Microsoft 365, Active Directory and Group Policy services.
• Investigate recurring issues and contribute to problem management activities.
• Support technical changes, upgrades, deployments and service transitions.
• Create and maintain technical documentation and knowledge articles.
• Coach and mentor colleagues, sharing technical expertise and best practices.
• Collaborate with Infrastructure, Security, Service Desk, Projects and Service Management teams.
• Identify opportunities to improve service reliability, efficiency and user experience.
• Support automation and continuous improvement initiatives.
• Prioritise workloads effectively and work independently when required.
• Communicate complex technical information clearly to different audiences.
• Build strong stakeholder relationships and support programme delivery.

• Degree in IT, Computer Science, Engineering or a related field, or equivalent professional experience.
• Experience in Desktop Support, End User Computing, or 2nd/3rd Line IT Support within an enterprise environment.
• ITIL Foundation certification (or higher) and understanding of IT Service Management principles.
• Strong troubleshooting, analytical and problem-solving skills.
• Experience supporting Windows desktop environments, including Windows 11.
• Experience supporting Microsoft 365 applications and services.
• Knowledge of Active Directory and user/device management.
• Experience with endpoint, software deployment or configuration management tools.
• Understanding of desktop, laptop and mobile technologies.
• Knowledge of networking fundamentals including DNS, DHCP and connectivity.
• Experience managing complex technical incidents through to resolution.
• Ability to manage multiple priorities while maintaining service quality.
• Strong communication and stakeholder management skills.
• Experience working collaboratively within technical teams.
• Ability to coach and support less experienced colleagues.
• Commitment to continuous learning and professional development.
• Eligible to obtain and maintain UK SC Clearance.

• Microsoft Configuration Manager (MECM/SCCM).
• Microsoft Intune / Endpoint Manager administration.
• Microsoft 365 administration.
• Active Directory and Group Policy administration.
• Power Shell scripting and automation.
• Microsoft Azure and cloud-based end-user technologies.
• Ivanti Configuration Manager, Environment Manager or Application Control.
• ITSM platforms such as BMC Remedy or HaloITSM.
• ITIL Practitioner or higher-level ITIL certifications.
• Lean Six Sigma Yellow Belt (or equivalent continuous improvement experience).
• Experience contributing to technical projects and change initiatives.
• Service improvement and deployment experience.
• Technical documentation and knowledge management.
• Coaching and mentoring technical teams.
• Windows Server administration knowledge.
• Cisco wired and wireless networking environments.
• Power BI or reporting and data visualisation tools.
• AI and automation technologies within IT support environments.

At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your…