Senior End User Support Engineer

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.

Role description:

Arcadis is seeking a Local Service Operations (LSO) Senior Technology End User Support Engineer to join our established LSO team in the UK. This role will be based in Warrington, supporting our centralised UK repair centre, while working closely with colleagues located in London, UK and the wider global LSO community.

The LSO team forms part of the Digital Locations Lane within the GTSO Service Operations function, delivering high-quality, user-focused technology support across the organisation.

Arcadis operates primarily within a Microsoft Windows environment, utilising standard Microsoft technologies including Windows 11 and Microsoft 365. In addition, the successful candidate will support a range of Dell devices, Apple devices, including iPads, MacBooks, iPhones, room booking support software, AV equipment such as Clickshare, teams rooms, printer support etc.

Across the UK and globally, Arcadis predominantly uses Dell desktops and laptops, provisioned through Microsoft Autopilot and delivered through a combination of local and external logistics partners.

This is a full-time onsite position based in Warrington, requiring attendance in the office five days per week. Occasional travel to other Arcadis offices may be required to support business needs.

Role accountabilities:

As a core member of the LSO team, you will work collaboratively with local and global colleagues to ensure support processes are consistently followed, adopted, and continuously improved. While this role will often operate as part of the onsite support resource in Warrington, you will remain fully integrated within the wider UK and global LSO teams, working closely with colleagues across multiple locations and participating in shared support activities, knowledge exchange, and continuous service improvement initiatives.

In addition to responding to support requests and incidents, the successful candidate will operate as a support to the UK LSO Manager, deputising where required, supporting active projects and the LSO Engineers within their roles.

As the senior support for UK LSO, this role will involve a high degree of autonomy. The successful candidate must be comfortable managing their workload independently, prioritising support activities, and making informed decisions while maintaining close collaboration with colleagues across the UK and the wider global LSO organisation. Although often working as part of a local team onsite, the role is fully supported by a broader team network and requires active participation in team initiatives, knowledge sharing, and continuous improvement activities.

While many tickets assigned to the Local Service Operations (LSO) team involve hardware incidents requiring on-site support or device replacement, this role offers a broader and more varied scope.

Based within the centralised repair centre, the successful candidate will take ownership of the complete lifecycle of Arcadis technology assets, from deployment through to recovery and disposal. Responsibilities include device builds, repairs, asset management, vendor coordination, logistics activities and direct engagement with end users, playing a key role in ensuring a high-quality and efficient technology service across the business.

The successful candidate will possess excellent 2nd line support skills, extensive experience supporting asset hardware, and the ability to work in a high pressured, fast-paced environment.

Qualifications & Experience:

• 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 industry best practices and frameworks such as ITIL, Lean, Agile, and Dell ProSupport/Dell Direct Services.
• Excellent troubleshooting, communication, and problem-solving skills.
• The ability to work independently while collaborating effectively within local and global teams.
• Demonstrated ability to work autonomously, manage competing priorities, and deliver high-quality support.
• A proactive, customer-focused approach with a passion for enhancing the end-user technology experience.

Why Arcadis?

We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.

Together, we can create a lasting legacy.

Join Arcadis. Create a Legacy.

Our Commitment to Equality, Diversity, Inclusion & Belonging

We want you to be able to bring your best self to work every day which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. We believe that by working together diverse people with different experiences develop the most innovative ideas. Equality, diversity and inclusion is at the heart of how we improve quality of life and we work closely with our people across six ED&I Workstreams: Age, Disability, Faith, Gender, LGBT+ and Race. A diverse and skilled workforce is essential to our success.

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