Job Description

As an End User Computing (EUC) Support Engineer based in our Gibraltar office, you will be working as part of a global EUC team providing excellent IT support and customer service to our Gibraltar and Ceuta office employees and remote users.  

This role is an 100% onsite role with travel to Ceuta, to provide support when necessary and engage with local Spanish service providers, and occasional UK visits. We are flexible on early/late/weekend hours with TOIL and physical handling of IT equipment required.

You will be visible and responsible for resolving IT support incidents and requests logged via our ticketing system and will need to proactively assist with “walk-in” requests from local end users and provide solutions to ad-hoc IT requirements.  

This includes, but is not limited to: Installing, maintaining, diagnosing, and upgrading all laptop/desktop, mobile phone & tablet equipment, installing software, resolving configuration errors and issues as well as proactively monitoring and supporting local meeting room audio visual equipment.    
 
You will also be responsible for supporting devices in the on-site communication rooms, working with our Hosting and Network teams to ensure the office is fully operational. This will involve working with 3rd party service providers, vendors and resellers. 

As the EUC Support Engineer, you will be the primary onsite point of contact for our central service desk teams and perform remote support when necessary.

Technical Support & Issue Resolution

• Deliver 1st, 2nd & 3rd line IT support onsite and remotely, resolving incidents via helpdesk or walk-ins within SLA timeframes
• Proactively communicate with users using voice, video, and remote tools, escalating issues when needed

Hardware & Software Management

• Install, maintain, configure and troubleshoot laptops, desktops, mobile phones, printers and tablets across Windows, MacOS, iOS and Android platforms
• Coordinate IMAC tasks, manage warranty repairs with vendors, and handle equipment disposal per company policy

Mobile Device Administration

• Commission mobile phones: SIM activation, number assignment/blocking, and contract removals
• Support device lifecycle and stock tracking, including procurement from local resellers

Project & Executive Support

• Contribute to EUC projects including hardware upgrades, software deployments and new integrations
• Provide VIP support to executives, board members and PAs during meetings and events

Account & Systems Access

• Manage user accounts in Active Directory and Office 365 (provisioning, password resets, revocations)
• Support software issues and collaborate with vendors for resolution

Meeting Room & AV Support

• Maintain and support audio visual equipment and Microsoft Teams collaboration tools for meetings and off-site events

Infrastructure & Networking Support

• Perform network patching, cable installation, and remote assistance for Hosting and Network teams
• Collaborate with local facilities teams for IT involvement in desk moves, outages, and site maintenance

Qualifications

• Fluent in Spanish and English
• Demonstrable work experience as 1st/2nd line support or similar role 
• Experience working in a Corporate Office environment using enterprise-level technology
• Experience in using and supporting Microsoft Office 365 and Windows 10/11
• Proactive Problem Identification, Investigation and Solving Skills  
• Excellent communication Skills (Verbal and Written)  
• Good Planning and Organisational Skills. Able to continually update and maintain data in various management systems and tracking lists. 
• Able to operate proactively with minimal supervision  
• Able to operate under varying workload conditions  
• Able to manage Time and Priorities effectively 

Beneficial: 

• ITIL Foundation, or demonstrable understanding of IT Service Delivery. 
• Industry-relevant qualification (e.g. CompTIA A+, ACMT, MTA)  
• Experience with enterprise client management tools (SCCM, Intune, JAMF) in an on-premise domain environment 
• Understanding of Mobile Device Management (MDM) using Microsoft Intune/JAMF or other MDM solutions

Additional Information

#LI-MS1 #LI-Onsite

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.