End User Support Specialist

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Work Format: on-site, Yeovil, England.

UST is looking for a talented End User Support Engineer to manage large‑scale infrastructure support and will be working with one of the leading Supply Chain providers in the UK. The ideal candidate should have the ability to work creatively and analytically in a problem‑solving environment. The ideal candidate must possess excellent written and verbal communication skills with the ability and know‑how to collaborate effectively with domain experts and IT leadership team.

• Deliver IMACD (Installations, Moves, Additions, Changes & Disposal) and break‑fix Desktop support across Windows and Apple Mac devices, mobile phones and related peripherals.
• Maintain, support, and resolve issues related to workstation operating system, applications, and hardware.
• Daily check, maintain, support, and resolve issues related connectivity for VC equipment, printer, scanner and MFDs.
• Expedite support for nominated VIPs at Campus sites on a best‑effort basis.
• Provide 1st and 2nd line support via the Tech Stop service.
• Be the visible face of IT support, liaising with end users to set customer expectations around issue resolution.
• Provide regular updates to assigned tickets in the ticketing tool to allow stakeholders to understand the status of work without having to request the latest data.
• Where practicably possible, assign tickets (Response SLA), resolve, and close those tickets (Resolution SLA) within the advertised timelines.
• Manage the stock inventory to fulfil swap and/or general requests for hardware replacements.
• Attend, and contribute to, meetings as required for normal business process and service delivery/continuity.
• Curate and maintain knowledge articles on the infrastructure wiki in Confluence, to aid knowledge sharing across teams.
• Validate the swap stock is managed and not used for general stock requests.
• Communicate monthly stock levels.
• Hold recurring reviews to review and agree to stock levels for the subsequent period.
• Provide onsite support to end‑users as required for tasks or issues that cannot be handled remotely.
• Coordinate with PC equipment manufacturers, customer third parties and other resolver teams for end issue identification, hardware break‑fix support, and spares acquisition.
• In the event of repeated equipment failure, coordinate with the problem management team or equipment manufacturers to determine root cause and appropriate fix.

• Minimum of 2 years’ experience in large‑scale infrastructure End user Support.
• Should have good knowledge of IMACD (Install Move Add Change Disposal) process.
• Expertise in Windows (10/11) & Mac operating systems, iOS, and Android mobile operating systems.
• Knowledge in SCCM or any other imaging tool.
• ITSM knowledge with handling Service request, incident.
• Ticketing tool knowledge like Service Now, Remedy etc.
• Intune or any other MDM experience.
• Stock Management Experience.
• Software and Application Troubleshooting.
• Microsoft Office 365.

• Competitive salary package.
• Medical insurance.
• Opportunities for career growth and professional development.
• Supportive and collaborative work environment.
• Modern office space in Nottingham with easy access to transport.

We’re grateful for your interest in joining our team. Kindly note that only applicants whose experience and qualifications most closely align with the role will be contacted for the next steps. Thank you for your understanding.

• Associate

• Full-time

• Information Technology

• Telecommunications