Senior End User Support Technician

As a Senior End User Support Technician, you will deliver high-touch, tier 2 & 3 technical support to our team directly from our London office five days a week. In this role, you will leverage advanced problem-solving skills and independent judgment to diagnose and resolve complex system and service issues. Beyond technical execution, you will serve as a mentor and escalation point-maintaining meticulous issue logs, translating user feedback into actionable insights, and guiding junior and intermediate technicians to elevate their technical capabilities.

What You Will Do

• Advanced Support & Deployment: Oversee the deployment, configuration, and maintenance of laptops, mobile devices, monitors, printers, and core IT infrastructure in alignment with corporate standards.
• Tier 3 Escalations: Deliver advanced Level 3 support for end-user computing devices, executive workspaces, and sophisticated AV/conference room technologies.
• Complex Infrastructure: Lead the installation and provisioning of complex technical equipment within strict Service Level Agreements (SLAs).
• Knowledge Management: Champion the creation of comprehensive troubleshooting documentation, runbooks, and standard operating procedures.
• Global Collaboration: Analyze regional technical trends and insights, sharing findings with the global End User Computing (EUC) team to drive continuous improvement.

• End-User Support Expertise: Proven track record providing L2/L3 technical support for hardware and software in a hybrid ecosystem (Windows 11, macOS, Google Workspace, and Microsoft 365).
• Mobile Device Management (MDM): Experience provisioning, securing, and troubleshooting corporate iOS devices using enterprise MDM platforms (e.g., Jamf, Ivanti Go).
• Lifecycle & Asset Management: Experience overseeing the IT asset lifecycle, including procurement, hardware refreshes, inventory tracking, and endpoint disposal.
• Hardware & Peripherals: Deep technical diagnostic skills for resolving complex hardware issues related to laptops, docking stations, monitors, and advanced peripherals.

What Could Set You Apart

• Global Collaboration: A proven ability to work seamlessly with cross-functional stakeholders and external vendor engineers across local and international teams.
• Technical Instruction: Skill in developing training materials, coursework, and documentation across multiple enterprise platforms.
• Mentorship & Advising: A natural leader who can guide technical contributors, influence operational decisions, and provide structured support to junior staff.
• Proactive Initiative: A mindset focused on identifying recurring technical bottlenecks and independently collaborating with local leadership to implement permanent solutions.
• Advanced Diagnostics: The ability to perform root-cause analysis and resolve high-impact, global technical incidents efficiently., We offer a wide range of company supported benefits including contributory pension, life cover, income protection, healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!