IS EUC Support Engineer

82894 - IS End-user Computing Support Engineer

This IS End-user Computing Support Engineer will report to the End User Computing Service Manager and will work within the Safety, Regulation and Support Services directorate based in our Ip[swich office. You will be a permanent employee.

You will attract a salary of £57,000.00 and a bonus of 7.5%. This role is only available as 100% office-based and cannot offer blended working.

Close Date: 04/09/2026

We also provide the following additional benefits

• 25 Days Annual Leave plus bank holidays.
• Reservist Leave – Additional 18 days full pay and 22 unpaid
• Personal Pension Plan – Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)
• Tenancy Loan Deposit Scheme, Season Ticket Loan
• Tax efficient benefits: Cycle to Work, Home & Tech, and Green Car Leasing Schemes
• Occupational Health support
• Switched On – scheme providing discount on hundreds of retailers' products
• Discounted gym membership
• Employee Assistance Programme

Job purpose:

You will provide daily technical support across the business, including senior partners, internal business customers and operational teams.

We are looking for a high level of technical proficiency, strong communication skills and you will be naturally customer focussed.

You can resolve issues related to laptops, field devices, mobile devices, printers, videoconferencing, TEAMS units, business application software, telecommunication issues and potentially local network issues.

Responsibilities:

You will perform IT maintenance tasks including resolving problems immediately and you will manage the issues through to resolution.

You will also recommend hardware and software solutions, including new product acquisitions and upgrades. You will conduct training designed to educate colleagues about basic and specialised applications, systems and hardware.

You will manage the IS Operational relationship with the critical departments such as Control and Dispatch and the Service Delivery Contact Centre. You will be involved with corporate technology implementations, learning new technologies, preparing users for adoption and supporting the technologies through their lifecycle.

You will be part of the wider End User Computing support team and you will be required to perform senior IT support responsibilities.

This can include:

• Receiving technical end-user calls/tickets escalated from 1st and 2nd Line support.
• Help with projects
• To Assist with Major IT Incidents.
• To provide application support
• AD support and Maintenance.
• You will provide daily deskside and remote support for end users ensuring incidents and service requests are handled observing SLA's.
• Build, configure laptops, desktops, mobile devices and peripheral equipment following business standards.
• Instal, troubleshoot and support corporate applications, operating systems, security tools and productivity software.
• Manage user access requests, password resets, account changes and permissions observing security policies and approval processes.
• Monitor ticket queues, prioritise workload and provide regular updates to users, colleagues and management on progress and resolution timescales.
• Maintain accurate records of incidents, service requests, assets, configuration changes and troubleshooting steps within the ITSM toolset.
• Support device compliance, patching, encryption, antivirus and endpoint security activities to help maintain a secure end-user environment.
• Collaborate with third-party suppliers and internal resolver groups to progress faults, hardware repairs, warranty claims and escalated technical issues.
• Maintain knowledge articles, support documentation and user guidance to improve first-time fix rates and reduce repeat incidents.
• Support joiner, mover and leaver activities, including device preparation, access changes, equipment recovery and handover guidance.

Qualifications and Experience:

Essential:

• Bachelor's degree in computer science (or equivalent) and/or a number of years' relevant experience with a large, global enterprise.
• At least one relevant industry certification to include MCSA, A+, Network+, Security+.
• Demonstrable experience supporting internal desktop systems software and hardware, application training, and overall incident ownership and management.
• Experience working in desk side services with exposure to senior stakeholders.
• Experience supporting Microsoft Desktop/Laptops, Apple technologies and Devices and network connectivity.
• Experience with Enterprise Voice/TEAMS and Microsoft Outlook/Exchange, including advanced troubleshooting.

Desirable:

• Familiar with ITIL and ITSM processes.
• Familiarity with Service Now.

Technical Skills:

• Knowledge of Windows 10/11, Microsoft 365, Microsoft Teams, Outlook, Exchange Online and core productivity applications.
• Experience supporting end user devices including desktops, laptops, tablets, mobile phones, printers, peripherals, docking stations and meeting room/audio visual equipment.
• Experience of iOS and Android mobile devices and experience with MDM solutions.
• Experience with SCCM for endpoint management and software delivery
• Experience with Active Directory, Entra ID, Group Policy, user account administration, permissions management and device group membership.
• Experience using endpoint management tools such as Microsoft Intune, SCCM, Autopilot or equivalent technologies for device deployment, patching and application delivery.
• Knowledge of mobile device management for iOS and Android devices, including enrolment, compliance, application deployment and troubleshooting.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN connectivity and basic troubleshooting of network-related end user issues.
• Experience with ITSM tools such as ServiceNow, including incident, request, problem, change and knowledge management processes.
• Resolve hardware, software, application, connectivity and access-related issues using a structured troubleshooting approach.
• Awareness of endpoint security controls including encryption, antivirus, Microsoft Defender, patch compliance, vulnerability remediation and safe handling of company data.
• Create clear technical documentation, knowledge articles, support guides and handover notes.

Personal Skills and Behaviours:

• Excellent customer service skills
• Manage competing demands and work in a busy operational support environment.
• Ownership mindset, ensuring incidents and requests are followed through to resolution and users are kept informed throughout.
• You will be able to work with wider IT teams, suppliers and business stakeholders.
• You will have a focus on accuracy, compliance, asset control and maintaining quality records.
• Flexible and proactive approach, with willingness to support business events, site visits, project activity, early life support and out-of-hours requirements where needed.
• Commitment to continuous improvement, knowledge sharing and identifying opportunities to reduce repeat incidents and improve the end user experience.

Health & Safety Responsibilities:

Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.

Employees will ensure they understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.

If in doubt ask!

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

We are committed to safeguarding and promoting the welfare of children and young people. Where applicable, this role is subject to safer recruitment processes and robust pre‑employment checks

If you have any queries in connection to this vacancy or your application, please contact us at careers@ukpowernetworks.co.uk quoting the vacancy reference number and a member of the team will get in touch with you as soon as possible.