EUC SME (End User Computing SME)

Job title:

End User Computing SME

Will the role be 100% remote, hybrid or 100% office?

Office (Travel Expense at client site will be reimbursed)

If the role is hybrid/office based specify location:

Crawley, Bury Saint Edmunds, Newington & Surrounding customer (UKPN) remote site locations

Duration of assignment:

4 Months

Special working conditions: (travel, weekend, overtime, on call etc.)

Travel (Travel Expense at client site will be reimbursed)

Role description:

End User Computing knowledge with Intune, Mobile Device Management.

Key responsibilities:

• Replacing SIM Card of multiple mobile devices. Including Android, iOS, Tough pad, Toughbook etc.
• Communication with end users.
• Provide hyper care support post replacing the SIM Card and eSIM.
• Full time office work.
• Travel to sites as required.

Device Handling & Configuration

• Familiarity with smartphones, tablets, and IoT devices.
• Ability to configure network settings post-SIM installation

Troubleshooting:

• Ability to diagnose and resolve SIM-related issues (eg, network connectivity).
• Familiarity with debugging tools for device and network issues.

Basic Networking Knowledge:

• Understanding of cellular networks (2G/3G/4G/5G).
• Familiarity with APNs, SIM activation processes, and provisioning.

Data Security:

• Handling sensitive information (eg, user data on devices).
• Ensuring secure data transfer during SIM replacement.

ServiceNow or Ticketing Tools:

• Logging, tracking, and resolving incidents related to SIM replacement.

Soft Skills

1. Communication:
   • Explaining the replacement process to end users in a simple manner.
   • Responding to queries or concerns during the replacement process.
2. Time Management:
   • Working efficiently to meet daily replacement targets.
3. Customer Service:
   • Patience and empathy when interacting with users facing connectivity issues.
4. Team Collaboration:
   • Coordinating with other engineers and project leads to ensure smooth execution.

Additional Skills

1. Attention to Detail:
   • Ensuring correct SIM replacement without causing damage to devices.
2. Documentation:
   • Recording replacements accurately for inventory and validation purposes.
3. Adaptability:
   • Managing unexpected issues, such as device incompatibility or damaged SIM slots.
4. Hypercare Support Knowledge:
   • Providing immediate support for escalations during the hypercare phase.

Good to Have's:

• Knowledge on Tough Pad, Tough Book, Android, iOS.
• Good communication & interpersonal abilities.
• Knowledge of handling business and field users.
• Good to have - knowledge of MDM/Intune.

Person specification:ie, negotiating, client facing, communication, assertive, team leading/team member skills, supportive.

• Ready to work from office
• Ready to travel to various sites.
• Valid UK driving License & should have a car for travelling to different sites.
• 5 Days office is mandatory.