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Job Description & How to Apply Below
Job Title: Technical Support Engineer - EUS Job Purpose: Skilled and experienced End User Support candidate to join our IT infrastructure team. The ideal candidate will possess at least 5-6 years of hands‑on experience supporting end users and troubleshooting IT issues to ensure the availability and performance of IT resources.
Certification: ITIL Experience: 3-5 years Responsibilities: We are seeking a skilled and experienced End User Support candidate to join our IT infrastructure team. The ideal candidate will possess at least 3-5 years of hands‑on experience supporting end users and troubleshooting IT issues.
- Proficiency in Microsoft Windows server OS and Client OS 11, and mobile devices.
- Efficient management and maintenance of end‑user IT assets, including laptops, PCs, software, printers, scanners, video conferencing devices, attendance systems, and IP telephones.
- Experience with ITIL‑based service desk ticketing tools, SLAs, and remote support tools, with knowledge of incident management, service requests, problem management, and change requests.
- Solid understanding and experience with mail flow in an enterprise environment and Office 365.
- Troubleshooting issues related to conferencing software (e.g., MS Teams, Web Ex, Team Viewer) and meeting room solutions.
- Providing orientation on IT products and technologies used within the organization to new staff.
- Knowledge of Active Directory (AD), DNS, DHCP, and Group Policy Object (GPO) management.
- Downloading, installing, and configuring software to meet user requirements.
- Escalating advanced IT support cases based on priority and ensuring follow‑up.
- Maintaining IT assets and documentation, including network and user details.
- Providing L1+ support and demonstrating good knowledge of server, network and security devices.
- Supporting printer management, scanners, biometric systems, and CCTV devices.
- Responding to IT support requests via phone, email, and in person.
- Familiarity with the configuration and usage of email clients and mobile devices/smartphones.
- Serving as an escalation point for all organizational IT issues.
- Knowledge of Windows endpoint patching and troubleshooting.
- Performing accurate root cause analyses (RCAs) for all reported incidents.
- Coordinating and following up with vendors and follow‑up.
- Participating in internal and external audits.
Required
Skills and Experience:
A minimum of 3-5 years of experience in End User Support
- End User Support
- 24/7 support window availability for priority issues.
- 6 days a week
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