HomeServe are currently recruiting for a Technical Support Engineer to join the Technology & Change Team in Walsall. The successful candidate will have experience working in a fast paced, collaborative environment delivering excellent Customer service.
This role will be 100% office based so you can be on hand to support our colleagues with their technical issues. There will also be occasional travel to our Preston and Nottingham offices to support there when required.
The IT Service Support function exists to ensure every colleague has the access, tools, and support they need to perform at their best, driving success for HomeServe.
We provide a 24/7/365 support service that underpins a hybrid way of working, enabling colleagues to work seamlessly from offices, homes, or in the field.
As part of the wider Technology and Change team, we deliver enterprise-scale change programs and shared IT services, all aligned under the UK CIO.
The EUC Lead reports into the Head of Service Operations, ensuring our services are reliable, secure, and continuously improving to meet the evolving needs of the business.
The Technical Support Engineer (TSE) plays a key role in delivering high-quality support across all End User Compute (EUC) services. Working under the direction of the Head of IT Support, the TSE ensures that users across HomeServe—whether in the office, at home, or in the field—receive timely, effective support for hardware, software, and access issues. The role spans 1st and 2nd line support and contributes to device lifecycle management, application deployment, identity and access, and endpoint compliance.
PRINCIPAL ACCOUNTABILITIES
User Support & Incident Management:
- First point of contact for Incidents, Service Requests, and enquiries
- Support via phone, chat, ITSM portal, email, and in person
- Accurate triage, prioritisation, and resolution logging in ITSM
- Ownership of tickets through full lifecycle, including resolver group coordination
- Remote and on-site support for hardware/software issues
Device Lifecycle & Configuration:
- Imaging and provisioning using Autopilot and Intune
- Maintenance and configuration of Microsoft, Apple and Android devices via MDM platform
- Asset management and audit readiness
Application & Access Management:
- Support for application packaging and deployment via Endpoint Manager
- Role-based access and conditional access via Azure AD and Okta
- License tracking and software metering
- Endpoint protection (Defender, BitLocker)
- Patch management and desktop update schedules
- Support SOx-aligned controls and compliance reporting
- Contribute to device health checks and analytics
- Feedback loops for service improvement and user experience
Collaboration & Escalation:
- Work with Infrastructure, Security, Cloud Services, and Application Support teams
- Escalate and own incidents to resolution
- Participate in Major Incident, Change, and Transition processes
Continuous Improvement & Knowledge Sharing:
- Create and maintain knowledge base articles
- Identify trends and recommend service improvements
- Actively develop skills across EUC technologies
Project & Operational Support:
- Support approved IT projects and equipment moves
- Raise hardware POs via Oracle and liaise with third-party vendors
- Participate in on-call rota for out-of-hours support