End User Support Engineer I

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

Full Time, Permanent

Arch is a market-leading insurer operating across the U.S, Europe, and Lloyd's of London, specializing in various areas including Property, Specialty, Marine, and Reinsurance. We are seeking an enthusiastic EUS Specialist who is passionate about technology, motivated to learn, and prepared to face both challenges and rewards in a dynamic environment.

The EUS Specialist will provide comprehensive support covering deskside, mobile, telephony, and more. The role demands excellent problem-solving skills, clear communication, and the ability to operate within established processes and procedures.

• Responsible for work assigned from a problem or incident management queue to final resolution; may also receive escalations from end user support staff
• Identify, solve and prevent the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points and voice services
• Review and investigate all IT-related problems to determine cause and most appropriate solution and provide information and explanation to end users on problem resolution
• Keep end user updated on the status of open trouble tickets and escalate more complex problems to EUS Support II engineers or other support teams
• Continually update problem tickets including call notes with status and categorization changes
• Responsible for the administration of the following end user support functions: 
  • Physical and virtual desktop environments (Citrix preferred)
  • Telephone systems (RingCentral preferred)
  • Remote desktop access
  • Mobile end points (IOS environment)
  • Incident management / Understanding of SLAs
• IT Equipment moves and setups within the business (Desk moves, office setups and decommissions)

• Windows 10 / 11
• Active Directory (Basic knowledge & Awareness)
• Group Policy (Basic knowledge & Awareness)
• Solid understanding of networking concepts and services such as DNS, DHCP in a TCP/IP environment
• Asset and license tracking (via CMDB)
• Assist with conference room meetings including WebEx, Zoom kits, Ring Central, Microsoft Teams and similar video conferencing tools

• 2+ years’ supporting Microsoft OS, Office 365, collaboration software and experience with desktop builds
• 2+ years’ demonstrated performance as an administrator for End User support systems
• ITIL V4 Foundation
• A Full UK Driving License (Regional office travel will be required)

• Strong ability to make decisions on routine work and interpret and enforce established corporate guidelines, policies, and procedures
• Excellent organizational, time management, and prioritization skills
• Excellent analytical and problem-solving skills.  Ability to perform advanced troubleshooting and in-depth research, and develop solutions to complex problem
• Excellent interpersonal and communication skills, including strong listening skills
• Good documentation and presentation skills
• Ability to interact with management in a professional manner
• Results driven; Ability to work independently; Self-starter

• Required knowledge and skills would typically be acquired through a high school / college diploma plus technical trade school certification program(s)
  • Combination of CompTIA A+ or Network+ (Advantageous)

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.