End User Support Specialist (on-site Aldermaston)

• Primary work location: AWE Aldermaston, with rotational coverage at Reading Green Park
• Occasional travel to remote sites to install or replace equipment
• Standard working hours: 07:00-17:30 (9-day fortnight, shift-dependent)
• Occasional out-of-hours work to support VIP or high-profile events
• Role is based on a nuclear-licensed site in the Reading area
• Security clearance required: SC to start, with eligibility for DV (or DV as standard depending on assignment)

Key ResponsibilitiesEnd-User Compute (EUC)

• Diagnose and resolve desktop/laptop incidents including rebuilds and break/fix repairs
• Troubleshoot Windows client OS
• Perform limited software troubleshooting
• Support endpoint encryption and WSUS updates
• Administer Active Directory and assist with SCCM deployments
• Staff the Tech Bar for walk-in support

Hardware Build

• Build standard and non-standard desktops; refurbish devices for deployment
• Perform warranty and non-warranty repairs
• Manage break/fix stock and asset records
• Maintain accurate device and print asset records; complete periodic audits
• Document and improve processes; maintain team SharePoint

Printing / Managed Print Services (MPS)

• Maintain networked HP multifunction printers and manage consumables
• Manage customer PUK code access
• Prepare, test, and install new print devices
• Support print fleet optimisation and audits

Tech Bar & Front-of-House Service

• Provide walk-in support including loan devices, triage, software help, new starters, and orders
• Ensure excellent customer communication and effective back-office completion

Conference Rooms, VIP & Events

• Manage 250+ conference rooms and conduct assurance visits
• Liaise with AV suppliers for incident resolution and design requirements
• Respond to last-minute VIP support requests

Networking (Foundational)

• Perform CAT5 and fibre network patching
• Provide hands-and-eyes support to suppliers

Ticketing, SLAs & Communication

• Maintain clear ticket updates and resolution notes
• Resolve within SLA or escalate appropriately
• Keep users informed throughout the lifecycle

Projects (when assigned)

• Coordinate small refresh or deployment projects
• Act as point of contact for leadership and customer service managers

Due to account requirements, applicants should be sole UK national and either hold or be willing to undergo DV clearance., * Strong EUC hardware knowledge and hands-on break/fix experience (HP/Lenovo/Dell)

• Experience supporting HP multifunction printers
• Proficiency with Windows OS and Microsoft applications
• Solid PC and peripheral hardware knowledge
• Experience with ITSM processes and SLA adherence
• Familiarity with CAT5/fibre patching
• Full UK driving licence and eligibility for nuclear-licensed site clearance

Desirable Skills & Certifications

• ITIL Foundation
• SCCM knowledge
• Microsoft and CompTIA certifications (A+, Network+, MCP)

Behaviours

• Service excellence mindset; structured and methodical approach
• Team-oriented; promotes collaboration and knowledge sharing
• Professional, positive, proactive, calm under pressure
• Politically aware, reliable, and conscientious
• Continuous service improvement mindset