Technical Support Engineer - EUC

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI, Enterprise Applications, Workplace Services and Cyber Security & Networking.

Values: Open, Trusted and Bold

Trusted Partners:

· Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner

· HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year

· Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio

· Fortinet: Elite VIP Program – one of only 2 in the UK

· AWS: Advanced Solution & Managed Service Provider Program

To provide remote deskside technical support and advisory service of EUC devices, including resolving and enabling the resolution of incidents, problems, requests, events, executing changes, support the development of new solutions or enhancements, configuration testing, implementing new solutions and associated software.

Key Responsibilities: 

• Act as 2nd Line support for all EUC technical incidents through to resolution.
• Analyse Service Desk calls for EUC Devices and incident data to identify and advise on any potential user training requirement.
• Proactive in providing resolution to common incidents to reduce call volumes
• Resolve requests, incidents, problems and major incidents assigned to the Service Delivery team within contractual service level agreements.
• Ensure all SLA targets are met and work to deliver against established and agreed KPIs for issue resolution and fault finding.
• To log and follow up issues that have been raised with 3rd party support teams where appropriate.
• Support, manage, optimise and maintain the configuration and installation of the Desktop, to include patch updates and hardware replacements
• Deploy and troubleshoot applications using SCCM, including MSI, EXE, and scripted installations.
• Provide advanced 2nd Line support for Microsoft Endpoint Configuration Manager (SCCM), delivering OS deployments, patch management, and application distribution for Windows 10/11 devices, while ensuring SLA compliance and supporting enterprise-scale EUC environments.
• Manage Windows Updates as a Service (WaaS) using SCCM, including patch deployment, compliance monitoring, and remediation.

Skills & Experience:

• Knowledge and experience on windows operating systems.
• Experience on EUC tools, remote support tools, MS office and outlook.
• Experience on peripheral devices support (printers, scanners etc.)   
• Experience in Enterprise SCCM administration supporting Windows 10/11 imaging, patching, and application deployment.
• Troubleshooting SCCM client, deployment, and compliance issues within SLA targets.
• Supporting OS image lifecycle, WaaS, and content distribution in a controlled change environment.                                        
• Knowledgeable in AD & Group Policy.
• Ivanti Workspace Manager products suite preferable (Application Control, Environment Manager)
• Awareness of ITIL process of Incident, Change, Problem, Service Request, and related activities 
• Excellent verbal & oral communication skills.
• Ability to prioritise based on potential impact.
• Strong customer facing skills & focus.

Preferable  - Microsoft Certified: Endpoint Administrator Associate

• Must have right to live and work in the UK

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
 
Be yourself with us, and feel that you belong. 

We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. 
 
We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

 We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.