Technical Support Engineer - EUS

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.

Qualification: Engineering Degree/Diploma (Computers / Electronics)

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, WebEx, TeamViewer) 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

Mandatory:

• End User Support

• 24/7 support window availability for priority issues.

• 6 days a week