- Company Name
- Llywodraeth Cymru / Welsh Government
- Job Title
- End User Computing Engineer - EO - Mid Wales
- Job Description
-
**Job Title**
End User Computing Engineer – EO (Mid Wales)
**Role Summary**
Provide first‑line technical support and maintenance for end‑user IT services, ensuring staff can access hardware, software, and connectivity. Resolve incidents, manage service requests, and maintain knowledge management processes in a fast‑paced, user‑focused environment.
**Expectations**
- Deliver high‑quality support, adhering to service‑management principles.
- Communicate effectively with users and vendors, providing progress updates and workarounds.
- Manage ticket lifecycle from logging to resolution, including escalation.
- Maintain available and functional A/V, broadband, and Wi‑Fi services across regional offices.
- Provide onsite training and upskilling on new services.
- Contribute to trend analysis, root‑cause investigations, and KEDB updates.
**Key Responsibilities**
- Troubleshoot, fault‑fix, and replace ICT hardware (laptops, iOS devices).
- Build, set up, and issue laptops.
- Support VIP service (Ministers) and liaise with print‑service vendors.
- Perform daily checks on meeting‑room A/V equipment; troubleshoot and escalations.
- Support broadband/Wi‑Fi services in regional offices.
- Offer onsite end‑user training on service changes and advanced topics.
- Log calls, manage service‑desk tickets, and ensure proper routing.
- Develop and maintain trend analyses, error investigations, and problem‑management actions.
- Update the Knowledge Database with technical documentation and workarounds.
- Provide service‑desk cover as required.
**Required Skills**
- Strong technical troubleshooting of Windows and iOS systems.
- Competence in A/V equipment and broadband/Wi‑Fi networks.
- Proficient use of ITSM tools and ticketing systems.
- Excellent communication, customer‑service, and team‑collaboration skills.
- Ability to analyse data, identify trends, and propose preventive actions.
- Good planning, prioritisation, and organisation.
**Required Education & Certifications**
- Minimum of a level in IT support (e.g., NVQ Level 3, BTEC in Computing, or equivalent).
- Relevant certifications (e.g., CompTIA A+, HCIA‑Windows, HCIA‑Apple) preferred.
- Experience with ITIL/IITSM processes advantageous.