End User Support

End User Support

Come join us and make a difference in the world!

Job Description

We are seeking an End User Engineer to support our team in Chippenham. This will be a hybrid working role, with 2-3 days a week in office and the rest from home. Ideally we would like to speak to individuals who are competent working in a first line capacity, and have some degree of exposure to supporting on second line.

The End User Operations Team provide a single point of contact for all the internal NEC Employees, to receive support and maintenance with IT. This includes direct and consistent customer interaction, troubleshooting problem areas and repairing issues. Some of the key responsibilities of the role are outlined below:

Technical Support:

• Resolve IT support request via phone, video, email and in person
• Troubleshoot and resolve hardware and software issues on desktops, laptops, and mobile devices.
• Install, configure, and maintain operating systems and software applications.
• Provide user guidance and training on using software applications and systems.
• Offer technical assistance to non-technical end-users in a clear and user-friendly manner.
• Address user questions and concerns, ensuring a positive customer service experience.
• Perform hardware upgrades, repairs, and replacements as needed.
• Assist with software installations, updates, and patches.
• Troubleshoot and resolve software-related issues.
• Maintain accurate records of support requests, resolutions, and hardware/software inventory through the use of Ivanti ISM
• Create and update user guides, knowledge base articles, and documentation as necessary.

Qualifications

This role is customer-facing. Our End User Operations Team is in the office working directly with the people they are supporting on a day-to-day basis, so the suitable candidate for this role would need to be comfortable being in a highly personable environment and supporting users extensively in a face-to-face capacity.

Essential:

• A passion for IT
• Hardware Troubleshooting knowledge
• Knowledge of Microsoft 365 apps
• Knowledge of providing support on Windows 11
• Ability to prioritise workload with a Ticketing Based System (We use Ivanti ISM)
• Willingness to learn
• Capability to work in a fast-paced office environment
• Ability to communicate & collaborate with colleagues effectively
• Eligible for UK Security Clearance

Desirable:

• Prior experience working in a similar role

Additional Information

We are proud of the benefits we offer employees of NEC Software Solutions

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A fantastic selection of flexible benefits to suit your individual needs
• We are an employer who cares, we have an invaluable employee assistance programme which can help in every area of your life
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

Other Information

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We're NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you'll be helping our 3,000+ employees push the boundaries of what's possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We'd love your help. And we'll support you all the way.