Senior End User Support Engineer

Overview

In this role you support Arcadis’ end-user technology experience from a central repair centre in Warrington, collaborating with UK and global LSO teams. You will manage the full lifecycle of technology assets, perform device builds and repairs, and handle on-site hardware support with a focus on high-quality, user-focused service. Your work will emphasize autonomy, cross-location collaboration, and continuous service improvement. This is a hands-on, impact-driven senior position within a global IT support function.

Responsibilities

• Respond to and resolve end-user IT incidents and requests
• Deputise for the UK LSO Manager and support active projects
• Own the complete lifecycle of Arcadis technology assets (deployment to disposal)
• Perform device builds, repairs and asset management
• Coordinate with vendors and manage logistics activities
• Engage directly with end users to ensure high-quality service
• Collaborate with UK and global LSO teams and share knowledge
• Participate in continuous service improvement initiatives
• Work autonomously to prioritise and manage competing tasks in a fast‑paced environment
• Provide 2nd line hardware support and escalation handling

• Proven experience delivering senior support within a global organisation
• Extensive experience with PC/Laptop Hardware
• Strong customer service and stakeholder management skills
• Experience working within globally standardised support environments
• Knowledge of ITIL, Lean, Agile, and Dell ProSupport/Dell Direct Services
• Excellent troubleshooting, communication, and problem-solving skills
• Ability to work independently while collaborating with local and global teams
• Demonstrated ability to manage priorities and deliver high-quality support
• Proactive, customer-focused approach to end-user technology experience

• customer-focused
• stakeholder management
• effective communication
• PC/Laptop hardware
• Windows 11
• Microsoft 365