EUC-Windows Engineer

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• Install, upgrade, support and troubleshoot Windows, Mac and any other authorized desktop software/applications.
• Install, upgrade, support and troubleshoot End User Workspace Hardware such as Desktop, Laptop, Printers, Mobile Devices, Video and Conferencing Equipment, and any other authorized peripheral equipment and devices.
• Perform general preventative maintenance tasks on devices and software.
• Follow and execute instructions provided by Subject Matter Experts.
• Provide onsite hand-and-eye support to customer/OEM SMEs for installation, upgrade, support and troubleshooting of devices in the network and compute environment.
• Assist users with any logged IT related incident when called upon.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Accurately record, update and document requests using the IT service desk system.
• Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Be a highly motivated team player with the skills and ability to manage changing priorities.
• Create, maintain and publish relevant support documentation to assist all End Users with quick resolution of incidents and enable users to become more self-sufficient.
• Be willing to attend training as necessary to keep up to date with the latest technology and internal system processes.
• Attend training courses as identified and agreed for appropriate development.
• Contribute towards reporting as per customer requirement.
• Any other tasks as assigned and within the skill set of the person.

• Good general understanding of IT principles such as Networks, Hardware and Domains.
• Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook, etc.
• Good working knowledge of operating systems such as Windows and Mac related software and applications.
• Good experience in End User device hardware and software troubleshooting.
• Good experience of supporting devices such as printers and meeting room equipment.
• Knowledge of mobile devices, in particular Blackberry and iPhones.
• Experience with building, configuring, replacing, and troubleshooting EUC hardware components.
• Awareness of data backup principles.
• Familiarity with virtual, MDM and VPN environments.
• Basic knowledge and familiarity with devices in network and compute environment.

• Exceptional customer facing skills.
• Able to communicate clearly and effectively both with client and the end customer.
• Logical and analytical approach to work.
• Accurate record keeping.
• Able to work unsupervised.
• Good timekeeper.
• Intense focus on quality work.
• Productive and efficient.
• Able to operate within customer standard operating procedures.
• Able to maintain professional demeanor under stress.
• To be at all times appropriately dressed for the customer environment.
• Good standards of grooming and personal hygiene.

• 2–4 years’ experience working in a similar environment.
• Education to the mandatory level in the relevant country.
• Training and certifications:
  CompTIA A+, MCP/MCSE desirable; OEM certification desirable; knowledge of ITIL and experience working within an ITIL environment would be beneficial.