Job Description

Join Cynergy Bank as an EUC Frontline Support Engineer - Empowering People Through Technology
Are you passionate about solving problems and delivering exceptional IT support? Cynergy Bank is looking for a proactive and customer-focused End-User Computing (EUC) Frontline Support Engineer to be the first point of contact for our colleagues' tech needs.
In this vital role, you'll ensure our teams stay productive by resolving hardware and software issues, managing devices, and supporting key applications. You'll be part of a collaborative IT environment that values innovation, accountability, and continuous improvement.
Why Cynergy Bank?
Human Digital Banking: We combine the agility of a fintech with the trust of a traditional bank.
Empowered Culture: Work in a collaborative, forward-thinking team that values your expertise and ideas.
Career Growth: We support your development with training, certifications, and opportunities to lead impactful projects.
If you're organised, tech-savvy, and thrive in a fast-paced environment, this is your chance to make a real impact.
Apply now and help us shape the future of banking--one device at a time.
Position Overview
The EUC Frontline Support Engineer is responsible for providing first-line support to the bank's employees, ensuring their devices, applications, and work environments are fully operational. This role focuses on diagnosing and resolving end-user issues, maintaining hardware and software systems, and delivering excellent customer service, with a people focussed outcome mindset. Reporting to the Technical Services Manager, the EUC Frontline administrator plays a vital role in ensuring business continuity and enhancing user productivity.
Key Responsibilities
Frontline Support

• Act as the first point of contact for end-user support requests, managing incidents and service requests efficiently and to user satisfaction.
• Troubleshoot and resolve issues related to hardware, software, and peripherals, including laptops, desktops, mobile devices, and printers.
• Provide guidance and training to end-users on using IT systems and applications effectively.
• Assist project deployments with testing as required and support for validations and on site troubleshooting requirements.

Device and Application Management

• Install, configure, and maintain end-user devices, ensuring they meet the bank's security and operational standards.
• Support and troubleshoot commonly used applications, including productivity tools, collaboration platforms, and banking-specific software.
• Manage device lifecycle processes, including procurement, deployment, and decommissioning.

Incident and Service Management

• Log and track incidents and service requests in the ITSM tool, ensuring timely updates and resolution within SLAs.
• Escalate complex issues to the appropriate teams while maintaining ownership and communication with the end-user.
• Perform root cause analysis for recurring issues, recommending and implementing preventive measures.

Collaboration and Stakeholder Engagement

• Collaborate with IT Operations, Network, and Information Security teams to address issues that impact end-user computing.
• Partner with vendors and service providers to resolve warranty or support-related hardware and software issues.
• Provide feedback to the EUC Lead on recurring issues and areas for improvement.

Governance and Compliance

• Ensure compliance with security policies, including regular updates and patches for end-user devices.
• Support the implementation of IT policies and procedures for end-user environments.
• Maintain accurate documentation for configurations, troubleshooting guides, and user training materials.

Skills and Qualifications
Essential:

• Experience in providing frontline IT support in a corporate environment.
• Strong knowledge of Windows, and mobile operating systems.
• Proficiency in troubleshooting hardware, software, and network connectivity issues.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, Summit) and ticketing systems.
• Excellent communication and customer service skills.
• Highly organised with an eye for detail
• Self-motivated with a can-do attitude

Desirable:

• Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, or ITIL Foundation.
• Experience in the banking or financial services sector.
• Knowledge of collaboration tools such as Microsoft Teams and Zoom.
• Familiarity with remote support tools and techniques.
• Azure, Active Directory and Intune experience

About us
Cynergy Bank is the UK's human digital bank serving the needs of 'scale up' or medium sized and fast-growing SMEs; professionals; high net worth and mass affluent individuals, in essence those market segments that still value human service enabled by great technology.
We recognise that professional and personal lives often overlap and our mission is to help empower our customers to achieve their ambitions by serving all their interdependent banking needs. We provide a comprehensive range of digitally enabled products and services to meet the property finance, business and commercial banking, private banking and personal savings needs of our customers.
Our human and digital model transforms banking for customers who still value a face-to-face relationship that is enabled by the latest digital technology.
We partner with firms such as Google Cloud, Cigniti and Slalom as we continue to innovate in the human digital space.
Cynergy Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Eligible deposits with Cynergy Bank plc are protected by the UK Financial Services Compensation Scheme.
For more information on Cynergy Bank visit www.cynergybank.co.uk
Company Benefits

• Competitive salary and company bonus
• Competitive holiday allowance plus bank holidays
• Option to purchase an additional 10 days holiday
• Pension contribution and life assurance
• Income protection scheme and season ticket loan
• Medical cover (after probation)
• Electric car scheme and money coach (after probation)
• Hybrid working pattern: 3 days in office & 2 WFH

Cynergy Bank was established in 2018 by entrepreneurs to serve the needs of business owners, property entrepreneurs and family businesses. We have a strong track record supporting businesses that want to scale up and provide over 3bn lending to scaling businesses across the UK, we also offer retail deposits to UK savers. Our vision is to provide a truly personalised service that is delivered through face-to-face relationships and enhanced by the latest technology.