Business Need / Purpose of Role

As an End User Services (EUS) Engineer, you will be a member of IT Service Management function and part of a diverse team, both in geography and experience. The Service Management function is responsible for service support in accordance with customer SLAs and delivering colleagues a delightful IT service experience.

As EUS Engineer you will provide operational day-to-day support for the build and run operations for end user services, including local deskside support, collaboration with internal customers, the wider IS&T teams, and third-party vendors to deliver service to the Weir business meeting or exceeding agreed service levels.

• Delivery of defined end user services (EUS) to support the Weir business to agreed service levels and in collaboration with the wider IS&T functions, and vendors where applicable whilst maintaining a polite and courteous manner.
• Strive to excel by meeting or exceeding the Service Level Objectives.
• Job logging and recording all calls and related activity in Weir's IT Service Management tool, ServiceNow.
• Provide installation, configuration, delivery, maintenance and monitoring of EUS hardware components and services, in accordance with defined roadmaps, strategies, policies and standards.
• Liaise with internal stakeholders and vendors to manage maintenance planning and implementation (reactive and proactive) to minimize service disruption for EUS.
• Deliver EUS infrastructure development / build activities (managed by Project Managers), including release and deployment management for new services.
• Follow, create, and maintain operational and procedural documentation and escalation processes to ensure adherence to EUS SLAs and for continuous improvement.
• Manage the technical resolution of assigned EUS problems, incidents, issues, and emergencies with third party vendors, and liaise with Service Managers to ensure stakeholders are kept informed of incident status.
• Manage 4th level support escalations (to Original Equipment Manufacturer).
• Ensure EUS problems and resolutions are documented for future reference.
• Work as a member of the wider IS&T team while collaborating with business users to develop and deploy EUS features.
• Work within tight timelines with awareness of impacts on the organisation.

Essential Criteria:

• Minimum 2 years working in a level 2 role.
• Tertiary IT qualifications, industry certifications and/or relevant work experience in a Level 2 IT support environment within a medium to large organisation.
• Experience in maintaining and remediating EUS services and seeking opportunities to improve EUS operations.
• Experienced inworking as part of disperse teams across geographically and culturally diverse locations.
• Considerable technical knowledge and experience in multiple aspects of EUS.
• Technical experience across Windows 10, Microsoft 365, Microsoft SCCM/Intune, Active Directory and solid hardware knowledge across laptops, PCs, mobile devices, and other equipment.
• Demonstrated experience in contributing to process improvement and efficiencies.
• Technical credibility and independent judgment and decision-making experience on EUS matters.
• Ability to overcome challenges in remote working such as overseas locations, cultural differences, split time-zones to ensure positive interactions.
• Drive and enthusiasm.
• Excellent communication and customer facing skills with the ability to discuss technical content in an everyday relatable way.
• Detail orientated when managing IT incidents and requests capturing clear and concise details.
• Analytical mind-set with personable disposition.
• Strives for resolution on first contact.
• Strong time management skills and an ability to prioritise and work without direct supervision.
• Able to contribute to strategic debates, helping to identify and address future opportunities and challenges.

Desirable Criteria:

• Experience in other relevant EUS technologies:
  • PC Image definition and build.
  • Application packaging and deployment.
  
  
• Experience of working in Manufacturing, Mining, or major corporation with complex IT environments.
• Experience of working in a complex highly federated organisation.
• ITIL Foundations Certification.
• Excellent communication skills - written and verbal.
• Actively keeps abreast of technology, people and process considering how it may apply to End User Services.