End User Support

The End User Support role is to provide a single point of contact for all NEC Employees, to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required. Role involves: Support a cross-platform environment, including Windows, IOS; Provide onsite & remote technical support for staff members in the Hartlepool office and the wider business; Document, track, and monitor all problem on the Helpdesk system (ISM) to ensure a timely resolution; Maintain and encourage best practice across the business e.g. file sharing, encryption etc.; Procure, configure, manage, maintain and develop desktop PC's, laptops, peripherals, mobile technology and printers; Facilitate secure access to the network for remote users; Providing users with appropriate support and advice; Keeping up to date with the latest technologies; Identify opportunities for improvement and makes constructive suggestions for change.

Responsibilities

Provide a single point of contact for all NEC Employees for support and maintenance within the organization's desktop computing environment; Install, diagnose, repair, maintain, and upgrade all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance; Troubleshoot problem areas in person, by telephone, or via remote access in a timely and accurate fashion; Provide end-user assistance where required; Support a cross-platform environment including Windows and iOS; Provide onsite and remote technical support for staff members in the Hartlepool office and the wider business; Document, track, and monitor all problems on the Helpdesk system (ISM) to ensure timely resolution; Maintain and encourage best practice across the business e.g. file sharing, encryption; Procure, configure, manage, maintain and develop desktop PCs, laptops, peripherals, mobile technology and printers; Facilitate secure access to the network for remote users; Provide users with appropriate support and advice; Keep up to date with the latest technologies; Identify opportunities for improvement and make constructive suggestions for change

Requirements

Ability to setup and maintain components and peripheral accessories; Software and Hardware Troubleshooting; Windows 10 & 11 experience; Microsoft Office Suite experience; Knowledge of laptop & desktop hardware (e.g. RAM, SSD/HDD); Right to work and travel within the UK

Nice to have

Proactive attitude; Willingness to learn; Able to operate with minimal supervision; Able to manage time effectively, set priorities appropriately, schedule calls; Able to maintain professional demeanour under stress; Able to operate within customer standard operating procedures; Self-confidence and interpersonal skills; Analytical and problem-solving skills; Good communication (both verbal and written) skills; Planning and organising skills; Strong listening skills; Able to operate effectively in a team environment with both technical and non-technical team members; Experience using Active Directory; Password resets, account creation; Use of Microsoft Intune/Entra

Benefits

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); Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%; A selection of flexible benefits to suit your individual needs