Equifax
Senior End User Support Technician
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Senior End User Support Technician
As a Senior End User Support Technician, you will deliver high-touch, tier 2 & 3 technical support to our team directly from our Nottingham office five days a week. In this role, you will leverage advanced problem-solving skills and independent judgment to diagnose and resolve complex system and service issues. Beyond technical execution, you will serve as a mentor and escalation point—maintaining meticulous issue logs, translating user feedback into actionable insights, and guiding junior and intermediate technicians to elevate their technical capabilities.
What You Will Do
- Advanced Support & Deployment: Oversee the deployment, configuration, and maintenance of laptops, mobile devices, monitors, printers, and core IT infrastructure in alignment with corporate standards.
- Tier 3 Escalations: Deliver advanced Level 3 support for end-user computing devices, executive workspaces, and sophisticated AV/conference room technologies.
- Complex Infrastructure: Lead the installation and provisioning of complex technical equipment within strict Service Level Agreements (SLAs).
- Knowledge Management: Champion the creation of comprehensive troubleshooting documentation, runbooks, and standard operating procedures.
- Global Collaboration: Analyze regional technical trends and insights, sharing findings with the global End User Computing (EUC) team to drive continuous improvement.
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What Experience You Need
- End-User Support Expertise: Proven track record providing L2/L3 technical support for hardware and software in a hybrid ecosystem (Windows 11, macOS, Google Workspace, and Microsoft 365).
- Mobile Device Management (MDM): Experience provisioning, securing, and troubleshooting corporate iOS devices using enterprise MDM platforms (e.g., Jamf, Ivanti Go).
- Lifecycle & Asset Management: Experience overseeing the IT asset lifecycle, including procurement, hardware refreshes, inventory tracking, and endpoint disposal.
- Hardware & Peripherals: Deep technical diagnostic skills for resolving complex hardware issues related to laptops, docking stations, monitors, and advanced peripherals.
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What Could Set You Apart
- Global Collaboration: A proven ability to work seamlessly with cross-functional stakeholders and external vendor engineers across local and international teams.
- Technical Instruction: Skill in developing training materials, coursework, and documentation across multiple enterprise platforms.
- Mentorship & Advising: A natural leader who can guide technical contributors, influence operational decisions, and provide structured support to junior staff.
- Proactive Initiative: A mindset focused on identifying recurring technical bottlenecks and independently collaborating with local leadership to implement permanent solutions.
- Advanced Diagnostics: The ability to perform root-cause analysis and resolve high-impact, global technical incidents efficiently.
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