Senior End User Support Engineer

The Senior 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.

• 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
• Supporting and assisting colleagues and working with other support groups and vendors for solving level two issues
• Developing strategies, assisting with designs and applications, software testing, development, and up gradation with level two support for preventing technical breakdown in future
• 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.

• 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.

Education

• Bachelor’s degree
• Master's degree in relevant fields

Experience

• Experience as End User Support

Skills / Training

• Certifications – CompTIA A+/ N+
• M365 Identity & Access Management
• Intune/MDE/MS SharePoint/Patch Management