✨ AI Summary
The Sr. End User Support/Desktop Support Engineer is responsible for ensuring the smooth operation of desktop computers, laptops, and related devices by handling customer calls and resolving hardware and software issues. This role involves troubleshooting hardware components, installing and configuring operating systems and software applications, and providing technical assistance with peripherals and network connectivity. Key responsibilities include user account management, providing remote and on-site technical support, managing IT assets, and creating technical documentation. The position also requires proactive root cause analysis, generating management reports, and staying updated with new technologies.
Candidates must possess a graduate/bachelor's degree and a mandatory ITIL certification (Foundation level or higher). A minimum of 4-5 years of experience is required in areas such as desktop support, user account management, remote support, and proficiency with ticketing systems (ServiceNow, HPSM, Manage Engine, Ivanti). Familiarity with cloud platforms (AWS, Azure, Google Cloud) is preferred. Excellent communication, listening, empathy, teamwork, and adaptability are essential soft skills for this role. The ability to work outside regular business hours for critical systems is also necessary.
Handle customer calls and ensure smooth operation of desktop computers, laptops, and related devicesResolve hardware and software issues to maintain productivityTroubleshoot and resolve issues related to hardware components (CPU, RAM, storage, peripherals)Ask targeted questions to diagnose problemsGuide users with simple, step-by-step instructionsInstall, configure, and maintain operating systems (Windows, macOS)Deploy and support software applications (productivity suites, antivirus, security t
Requirements
- Knowledge of Microsoft products and ITIL Processes (mandatory ITIL certification Foundation level or higher)
- Experience with ticketing systems (ServiceNow, HPSM, Manage Engine, Ivanti)
- Experience with remote support tools (TeamViewer, Remote Desktop)
- Familiarity with cloud platforms (AWS, Azure, Google Cloud)
- Experience with Active Directory, Exchange, and Office 365
- Ability to explain technical concepts clearly to non-technical users
- Effective listening skills
- Patience, empathy to deal with frustrated or anxious users
- Ability to build rapport and trust with end-users
- Ability to work effectively as part of a team
- Willingness to share knowledge and assist colleagues
- Ability to adapt to changing priorities and work environments
- Openness to learning new technologies and processes
- Adaptability to work outside regular business hours for critical systems
- Strong commitment to continuous learning and professional development
Description
Handle customer calls and ensure smooth operation of desktop computers, laptops, and related devicesResolve hardware and software issues to maintain productivityTroubleshoot and resolve issues related to hardware components (CPU, RAM, storage, peripherals)Ask targeted questions to diagnose problemsGuide users with simple, step-by-step instructionsInstall, configure, and maintain operating systems (Windows, macOS)Deploy and support software applications (productivity suites, antivirus, security tools)Provide technical assistance with printers, scanners, and other peripheralsTroubleshoot network connectivity issues, including wireless and wired connectionsConfigure network settings and troubleshoot VPN connectionsUser Account Management - Create, modify, and delete user accountsManage user permissions and access rightsProvide remote technical support using tools like TeamViewer or Remote DesktopVisit user workstations to resolve hardware or software issues that cannot be addressed remotelyProactively analyze root causes for repeated incidentsTrack and manage IT assets including computers, peripherals, and software licensesCreate and maintain technical documentation, KBs for troubleshooting procedures and user guidesProvide management reports (Statistics, Trend analysis, Corrective Action)Perform remote software distributionImprove skills in line with new technology rollouts in the IT DepartmentGather user requirements, analyze them and make recommendationsIdentify misuse and misappropriation of IT assets and report violations to IT ManagementPerform other duties and responsibilities as assigned by line Manager