Job Description

The IT End User Engineer is responsible for managing the product life cycle of all service-raised incidents (incident control) and all service requests (request control), requiring the use of knowledge management.
Main Responsibilities:

• The Identifying, diagnosing, and resolving the level one issues in computer hardware and software in a mainframe system such as laptops and PCs
• Installing and upgrading hardware &software
• Providing complete assistance while configuring hardware, software, and peripherals of the end users
• Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops
• Providing one on one assistance to the end user regarding the technical flaw, either by phone, mails, or in person
• Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins, etc.
• Coordinating with the third-party service provider for timely repair of the system under the maintenance agreement warranty
• Repairing minor flaws in hardware if not covered under the same
• Monitoring and analysing the performance of upgraded system, keeping track of its performance, reliability, risks, and benefits
• Helping network technicians for creating user end informative materials like brochures and leaflets, updating themselves on the latest IP policies, and other technical controls
• Helping in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc.
• Endpoints Patch Management - Microsoft Intune and Patch Management tool

KEY COMPETENCIES
Knowledge Required

• Good verbal & written English communication skills
• Good understanding of social media & should have active Social Media presence across key social media channels - TW / FB etc.
• Has a good understanding of computer fundamentals - Laptop/Desktop hardware
• Familiarity with Windows OS & user interface
• Top notch customer focus, chat etiquette and work ethics
• Ability to handle asynchronous and multiple chat sessions simultaneously
• Must be a good team player, willing to collaborate and work with peers to achieve common business objectives
• Adaptable - someone who can deal with ambiguous situations and embrace change
• Ability to work under pressure with calmness and composure
• Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures
• Technically proficient to be able to understand, isolate the root cause and help resolve the issues reported on Social Media Platforms.
• Ability to take on shift work, holidays, weekends, and on-call responsibilities
• Performed remote support administration via Microsoft Remote Desktop and Microsoft Management Console snap-ins.
• Implemented remote desktop software to multiple computer systems at different locations.

MINimum QUALIFICATIONS
Min.
Required
Desirable
Education
Bachelor's degree
Master's degree in relevant fields
Experience
Experience as End User Support
Skills / Training
Microsoft Certification,
M365 Identity & Access Management Intune/MDE/MS SharePoint/Patch Management

Skills Required