At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.
End User Computer Engineer
Permanent
Manchester: £39,400 – £44,480
Hybrid Remote
EUC Engineer – Shape the future of enterprise IT support
Are you an experienced EUC professional looking to work in a large-scale enterprise environment?
Do you thrive on solving technical challenges and improving digital experiences?
Imagine being part of a dedicated 10-person team managing thousands of devices, ensuring seamless IT support for a hybrid workforce across multiple locations.
The EUC team plays a vital role in delivering high-quality IT services to over 2,000 users, increasing to nearly 3,000 during peak periods. Working closely with Service Desk, Infrastructure, and Security teams, you will provide expert 2nd/3rd line support, maintain compliance with industry standards such as ITIL and ISO/IEC27001, and help shape the future of our EUC services. You will also have the opportunity to influence the development of the EUC team and continually improve the digital experience for AQA colleagues.
What is in it for me?
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Opportunities for personal and professional growth.
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Generous pension scheme with combined contributions up to 18.5% from day one.
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25 days annual leave, increasing yearly for five years, plus Bank Holidays and Christmas closure.
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Hybrid working: at least two office days per week (Manchester-based role).
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Private Medical Insurance, Healthcare Cash Plan and paid volunteering days.
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Newly refurbished office with a gym, games room and yoga studio.
What will I be doing?
You will:
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Investigate and resolve 2nd/3rd line incidents and service requests within SLA.
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Provide technical support for hardware, software, and connectivity issues.
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Support and maintain Microsoft 365, Intune, Autopilot, SCCM, and security tools.
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Contribute to device management, accessibility configurations, and policy creation.
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Collaborate with key stakeholders to enhance EUC service delivery and user adoption.
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Ensure compliance and security by performing device maintenance, remediation, and asset management.
What do I need to be successful?
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Experience in enterprise-scale EUC environments using Microsoft Windows, Intune, SCCM, and security tools.
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Strong troubleshooting skills with hardware, software, and networking.
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Familiarity with ITIL, ISO/IEC27001, and Cyber Essentials Plus.
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Excellent customer service and communication skills.
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Ability to work independently and collaboratively across teams.
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Professional certifications such as ITIL Foundation, MD-102, or MS-102 are desirable.
What do I do next?
Read the full job description, then upload your most recent CV along with a cover letter explaining why your skills and experience make you the perfect fit for this role.
You could wait until applications close at 23:59 on Sunday 20th April to apply but we will be interviewing as applications come in and reserve the right to close the advert early should we find the right person, so apply today.
Interviews will be held in our Manchester office from week beginning 5th May.
All applications will receive a written response.
AQA is an equal opportunity employer committed to fostering an inclusive and diverse workplace where everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and supported to thrive.
#CRE23
Recruitment Agencies
We have a preferred supplier list (PSL) in place.
Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.
Full Job Description
Summary
Purpose:
As the End User Computing Engineer within the Enterprise Technology department under CSO, your role is responsible for providing, maintaining end user computing devices and services, and supporting colleagues when things break.
Your role will be a crucial role in supporting desktop modernisation and contributing to a culture and service that is evergreen and continually reviewing opportunities to improve.
You will have a direct impact on the usability, efficiency, and security of devices which directly impacts the productivity and digital employee experience (DEX) for AQA's colleagues.
Your time will be focussed predominantly on BAU activities with opportunity for project activities.Landscape:
Reporting to the EUC Engineer Team Lead, who in turn reports into the EUC Manager, within the Enterprise Technology Directorate.
The role will support an enterprise scale EUC service focussed on both the management of EUC hardware and software, with responsibility for over 2000 devices, increasing to almost 3000 during the summer months and supporting a hybrid workforce that is geographically spread across five office locations.
The role will provide support from 2nd line and is an escalation for Service Desk / Smart Bar for EUC support.
Aligned and operating to industry standard frameworks and good practice including ITIL.
As a security focussed organisation, you will support alignment and certification to ISO/IEC27001 and Cyber Essentials Plus.
The role involves you working closely with other technology teams, specifically Service Desk/Smart Bar, Infrastructure and Security teams, as well as external vendor relationships.
Enterprise Technology consists of the following functions:
• Service Delivery
• Enterprise IT Services
• Enterprise Applications
• Enterprise Architecture
• Security, Risk & Data Protection
This role will be required to demonstrate strong customer focus, professionalism, flexibility and commitment to delivery of exceptional service outcomes.
Activities:
Investigate assigned 2nd / 3rd line Incidents and Service Requests resolving within SLA, communicating progress throughout. Liaising with Enterprise Technology colleagues, suppliers and 3rd party information sources as required to achieve resolution
Providing technical support and troubleshooting for hardware, software, and connectivity issues
Provide support for end user applications including Microsoft365, Adobe, ShareFile
Provide support for personalisation of operating system settings to support preference or reasonable adjustments. Responsibility for accessibility software configuration
Create end user documentation, standard operating procedures, and troubleshooting guides
Provide technical escalation point for EUC services and mentor Service Desk/Smart Bar sharing knowledge and role modelling behaviours for effective operation
Support user adoption of EUC services, enabling colleagues to be digitally confident
Perform maintenance activities to ensure devices remain compliant
Daily KPI checks and reporting on health of installed agents - AHARP
Remediating non-compliant devices
Support the lifecycle maintenance for hardware and software
Evaluate and select AQA standard hardware (Laptops, iPad, iPhones, Peripherals) updating device catalogue
Contribute to the build process and usability and security of devices
Contribute to policy creation balancing security, supportability and usability
Support the creation of KPI’s and measurement of EUC services
Asset verification / spot checks and asset disposal verification / sign off
Supporting the management of suppliers
Identify opportunities for shift left to Smart Bar
Identify opportunities to improve the EUC colleague experience service
Support continuous improvement and project activity
To be successful in this role, you will need to know:
Experience in supporting and maintaining end user computing in complex large-scale enterprise environments that utilises the following technologies: Microsoft Windows, Entra, Intune, Autopilot, Defender Suite, Desktop Analytics, BitLocker, SCCM, Patch my PC, Qualys, Taegis
Hardware, software and networking troubleshooting skills.
Ability to troubleshoot and use investigative tools like Event Viewer
Good knowledge of and the ability to apply ITIL, ISO/IEC27001, Cyber Essentials Plus and COBIT standards and frameworks into the delivery of the EUC service
Provide excellent customer service
Drive Digital Employee Experience (DEX) and user adoption of EUC technologies
Be collaborative and build strong relationships with other departments including Service Desk / Smart Bar and Enterprise Tech teams, Workplace team
Demonstrates effective oral and written communication skills when engaging on issues with Ent Tech colleagues, AQA colleagues, suppliers and partners
Uses discretion in identifying and responding to complex issues related to own assignments. Determines when issues should be escalated to a higher level. Plans and monitors own work
Resolve sometimes complex and non-routine activities, in a variety of environments. Applying a methodical approach to routine and moderately complex issue definition and resolution. Applies and contributes to creative thinking or finds new ways to complete tasks
Ability to work independently as well as collaboratively in a team environment
Used to setting and working to project deadlines
Take responsibility for own personal professional development
Ideally hold professional certifications relevant to the role
ITIL Foundation ITIL Foundation
MD-102 Microsoft 365 Certified: Endpoint Administrator Associate
MS-102 Microsoft 365 Security administration
There may be a requirement to provide out of hours support on a rota basis
Top Skills
What We Do
At AQA, we’re proud to be the leading provider of accessible qualifications and support services for teachers and students. We set and mark around half of all GCSEs and A-levels taken in the UK every year; we ask the questions that matter, so that every learner can achieve the results they deserve.
Teachers and learners are at the heart of everything we do. As an independent education charity, any money we make is reinvested back into research so that every learner receives fair and inclusive assessment. We’re always here for our teachers and support them through free training, expert guidance and unbeatable resources. As the most chosen awarding body, we have the biggest teaching community too – teachers are in good company with AQA.
The AQA Group also includes Exampro, TQUK, Project Q, AlphaPlus, Grademaker.
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