EUC HQ Engineer, Jobs, 676

EUC HQ Engineer - London

Competitive Salary plus bonus and benefits - Retail - Service Operations
Ref: 676 Date Posted: Thursday 22 Jul 2021
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EUC HQ Engineer

Ready to join one of the most successful fashion brands on the high street? Do you have a passion for fashion? Driven to achieve? United to win? If your answers are yes, we think you’ll love it here on the Island…
From our first shop in the remains of a North London bombsite in the 1940s, to now over 250 stores across the UK, Ireland and internationally. We are known for our stylish, affordable fashion and we like to shout-it loud.
Our Island community is everything and we are stronger together. Every Islander counts in making fashion a force for good and we value individuality and difference. Exceptional people have made River Island a success for over 70 years. Together we will continue to do so in the years ahead.
We are one team. We are the difference. We are River Island
The Role


As a member of the End User Computing team you will be responsible for developing and supporting the successful delivery of IT services to River Island’s End User Community.

You will proactively support the development of technology solutions to identify, diagnose and resolve operational issues whilst identifying opportunities to continually improve our IT services and enhance the end user experience.

You will proactively develop constructive working relationships with team members and departmental colleagues to deliver fit-for-purpose and innovative technology solutions. 

You will engage with business stakeholders to understand the operational challenges faced by the end user community and adopt industry best practices and new and inspiring solutions to drive the definition and delivery of class-leading solutions. 

Key responsibilities:

  • Incident Management - Manage and resolve service interruptions. Escalating where relevant and capturing lessons learned to facilitate service improvement. Proactive solutioning of reoccurring incidents.
  • Problem Management - Provide pro-active assessment, management and resolution of EUC-related problems to improve levels of service.
  • Knowledge Base Management - Create, peer review and update EUC-related documentation to share and improve knowledge across the EUC team .
  • Service Development - Provide input to the assessment, support and delivery of EUC-based services and activities to enhance River Island’s EUC IT estate.
  • Project Management - Scope, define and deliver service and system improvements within an Agile framework.
  • Device Management - Develop and administer MDM solutions and processes. Design, configure and administer MDM platforms (MobileIron, Microsoft Intune)
  • Mentoring - Provide technical guidance and development support to EUC peers.
  • Service Management Workflow - logging, triaging, assessing and resolution using enterprise workflow system (ServiceNow)
  • Team and cross-departmental collaboration to manage incidents, problems and projects through to resolution.
  • Escalation – liaising with team members to escalate where necessary through the exiting service management process.
  • Contribute to continuous service improvement activities across the IT department .
  • Provide hands-on assessment and support of EUC hardware and software products to deliver business requirements.
  • Provide local network infrastructure maintenance and configuration e.g. vLAN configuration, Port Patching, cabling.
  • Server maintenance and configuration and administration (Active Directory, Azure AD, WSUS)
  • Printer maintenance and configuration (Equitrac Print Services)
  • 3rd Party Engagement - IT service delivery partner and provider engagement.
  •  Audio Visual Conferencing Management – AV infrastructure support and maintenance.
  • VIP Support – Providing alternative support to River Island’s VIP \ Exec IT Support Service.
  • Asset Management – Ensuring the availability, configuration and management of EUC hardware and software assets.
  • Joiners Movers Leavers Process Management – Supporting the JML process for hardware, software, IAMS etc.


  • Microsoft Associate \ MCP \ MCSE certification (preferred)
  • Service Management qualification (ITIL)
  • Agile Certification (APMG \ PMI)
  • Project Management (Prince2 \ AgilePM \ PMI)


  • 3+ years of hands-on experience supporting an end-to-end MacOS and Windows enterprise desktop environment.
  • 3+ years general IT system administration
  • 1+ year as a technical project resource.
  • Excellent working knowledge of the full Microsoft 365 Modern Desktop stack including Windows 10, Office365, Intune and Azure AD.
  • Excellent knowledge of Customer Service and Service Management  best practices
  • Mobile Device Management – policies, support and administration
  • Exposure to a DaaS model
  • Demonstrable experience developing Microsoft Power Platform solutions
  • Demonstrable experience in implementing EUC-based process automation \ development

Technical Competencies:

  • Excellent knowledge of desktop hardware, mobile devices and desktop peripherals.
  • Knowledge of cloud computing fundamentals
  • Windows Virtual Desktop configuration \ management
  • Windows Active Directory system administration
  • MacOS support and administration
  • MobileIron \ JAMF MDM administration
  • Powershell v5.1 \ v7 scripting
  • LAN \ WAN administration
  • Service Management Tooling (ServiceNow preferred)
  • SIAM – policy development and implementation
  • IAM – ID & Access policy development and implementation

Behavioural Competencies:

  • Sets high personal standards
  • Proactive and considered approach
  • Demonstrates energy and resourcefulness in addressing business needs and requirements
  • Focuses on delivering best possible outcome and value for River Island and for the End User
  • The ability to communicate effectively across the organisation from C-level to Graduate.
  • The willingness to actively mentor team members, impart experiences and share knowledge.
  • Excellent attention to detail and the ability to plan, prioritise and manage constantly changing workloads.
  • Ability to perform under pressure to meet business requirements, operational deadlines and SLAs.
  • Ability to work flexibly to accommodate the rapidly changing Retail landscape
  • Ability to demonstrate practical troubleshooting and problem analysis techniques with minimal supervision.
  • High degree of ownership in all matters within the EUC remit.
  • Experience in product assessments and working with 3rd party vendors.
  • Proactive research of market trends and analysis.
  • A curious mind-set, alternative viewpoints and always looking for improvement opportunities.
  • Always striving to answer the question: “What can we do better?”
  • Assimilation and integration with an established and functional team. You are a true team player who is competent and happy to share knowledge and work together as a team to always innovate and improve how we work.

Base Location

The base location for this role is at our Head Office in West London.  Hanger Lane is the nearest tube station on the central line, alternatively we have a free on-site car park should driving be an option.

And wait, did we mention the perks?

  •  Discount – Generous 50% staff discount so you can treat yourself!
  •  RI Rewards – More discounts and vouchers with Perks at Work
  •  Island culture – We have a gym, subsidised restaurant & Costa, and a bargain staff shop, all onsite!
  •  Work that stays at work – Flexible working is a given, on top of payday early finishes and Summer Fridays
  •  Health Benefits – Childcare vouchers, eye vouchers, ride to work scheme, EAP and more…
  •  Giver Island – Give as you earn scheme, a ‘Giver Island’ day each year and matched funding
  •  Training on the job – Support with upskilling skills through on the job training and qualifications
  •  Pension - A contributory private pension scheme
  •  Holiday - 25 days paid holiday