End User Support Engineer

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

End User Support Engineer

About this role

Capital One is looking for an experienced 2nd Line Desktop Support Engineer to be part of our End User Services team based in Nottingham.

As part of the End User Services team you will be supporting 2000+ Users based in the UK.

What you’ll do

1. Work in an established EUS team to provide technical support for end-users, including hardware and software support for Windows and Mac laptops, mobile devices and peripherals.

2. Be the 'face of IT' working in our modern Tech Bar and delivering great customer service. Supporting colleagues who drop in with their end user devices. Identifying repeat issues and investigating root cause analysis.

3. Provide support for onboarding, offboarding and provisioning of new equipment using AutoPilot, Intune, SCCM and Jamf.

4. Provisioning mobile devices through ABM and Intune and Airwatch as well as supporting iOS and Android.

5. Ensuring completion of Incidents, Requests and Tasks using Service Now whilst adhering to agreed SLA’s.

6. Respond to user requests for service, troubleshoot problems and take appropriate ownership of tickets that have been assigned to you.

7. Assist with maintaining asset management within Service Now.

8. Collaborate with Cross-Functional Teams across our Enterprise and work closely with teams across different locations to identify and address IT-related issues or improvements.

9. Support Google Suite including Gmail and Calendaring, Zoom and Slack.

10. Enhancing knowledge within the team by documenting tasks, resolution procedures, known errors.

What we’re looking for

1. A strong track record of working in an SLA-driven support role.

2. Excellent problem-solving skills and the ability to diagnose and resolve complex IT issues efficiently.

3. Good knowledge across a range of technology platforms, including SCCM/MECM, Active Directory, Group Policy, Google Workspaces, Jamf and Mobile Device Management (MDM) Systems particularly Airwatch, Intune and Autopilot.

4. Proficiency in troubleshooting Microsoft Windows 10/11 and macOS devices.

5. Excellent interpersonal skills and the ability to work under pressure, multi-task and manage priorities.

6. Methodical and disciplined approach to problem-solving and is always looking to prevent rather than just fix issues.

7. Experience of ITIL Service Management practices and a solid understanding of Incident Management and Service Request Management.

8. A good understanding of network principles and experience in troubleshooting TCP/IP, LAN, WAN, WLAN, VPN and Proxies/PAC.

9. Understanding of Security technologies such as Anti-Virus, Anti-Malware, Encryption and MFA Technologies.

10. Familiarity with Audio Visual IT equipment and systems.

11. Knowledge of packaging and scripting technologies for both MAC and Windows environments (JAMF, SCCM, Powershell, Intune).

12. Familiarity with Atlassian/Jira and Confluence.

Where and how you'll work

This is a permanent position and will be based in our Nottingham office.

Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.

We're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.

However, due to the nature of this team's work, Monday and Friday office presence is required on a rota basis.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it for you

1. We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers).

2. Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave.

3. Open-plan workspaces and facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms.

What you should know about how we recruit

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women and ethnic minority candidates.

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com. All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.