Job Description

Collinson Group is a global leader in driving loyalty and engagement for many of the worldxe2x80x99s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance. The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers. We have more than 25 yearsxe2x80x99 experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people. We have been bringing innovation to the market since inception xe2x80x93 from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences. Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC. Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work. Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally. Purpose of the role

Providing 1st, 2nd and 3rd line support to maintain the functioning of End-User' devices and the supporting infrastructure of the business. Opening, tracking, and recording of support tickets from End Users. Taking ownership of incidents and requests raised by staff and providing end to end resolution of tickets. Supporting BAU and Project functions for the business. Ability to liaise across a cross functional team. Working with third party vendors as and when required.

Responsibilities of the role

The EUC infrastructure support engineer will look after the BAU and project functions across cloud and traditional infrastructures for Collinson and its companies. There is also the requirement of being an escalation point for the service desk and infrastructure engineers who will look to you for guidance on both technical and commercials inside Collinson.

Responsible for reporting and performing root cause analysis for underlying issues and incidents that affect EUC devices, system and application performance and availability including proactively identifying and resolving known errors and problems to minimize incident re-occurrence.

Maintaining the EUC devices and core infrastructure and performing BAU tasks.

Management and overseeing of routine OS and application updates and patching and software packaging and deployment via the KACE SMA.

Assist in the analysis and evaluation of vendor supplied software and hardware products in accordance with Company requirements and specifications.

Executing projects and tasks independently and with limited direct supervision.

Troubleshooting of hardware, software and networking issues.

Providing the technical input into planning and implementation of user end IT upgrades and installation.

Asset management of all UK EUC devices.

Assisting with end user device desktop issues, application upgrades and hardware support.

Frequent monitoring and updating of incidents and requests within relevant Service Now queues.

Assisting VIP staff for all levels of EUC and infrastructure support.

Creation and updating of accurate system, application and troubleshooting documentation.

Must have experience with:

Windows 10

Windows Server

Microsoft Office 365

Microsoft Teams

Microsoft Teams Rooms

Sharepoint

Powershell

AD / Azure AD

Group Policy

Networking concepts, including TCP/IP and VPN

Desirable to have experience with existing product set such as:

Microsoft Endpoint manager

Cloud Technologies

Crowdstrike

KACE SMA

Solarwinds

Netskope Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success. We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc). If you need any extra support throughout the interview process, then please email us at ukrecruitment@collinsongroup.com We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.