End User Support Engineer

Responsibilities

Analyses and resolves information system issues related to the desktop computing environment, • network applications, production applications, and hardware. • Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades. • Deploy other hardware requested through arranged collection in the IT dept. or set up at the users desk. • Local asset management. • Support and assist users with JML (Joiner, mover leaver) process • Support and maintain local conference and meeting room equipment • To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and • resolved to agreed targets as defined in the Service Level Agreement (SLAs). • Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary. • Manage calls with 3rd party suppliers where necessary through to closure • Escalate calls where necessary to the support manager, report on status of outstanding calls • Builds relationships with other international support teams to create a cohesive support team • Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc • Consult with local business and senior leadership to evaluate support requirements and execution planning. • Drive local optimization efforts by identifying service issues and implementing improvements by • automation, self-service and other measures. • Drive technology adoption of end user services related applications and systems • Support Audits related activities alongside other tech functions and business. • Technical support for local applications where applicable alongside other tech or business teams Technical Expertise

Professional Skills:

Excellent technical knowledge in all key areas of EUS technologies, e.g. • Windows and Mac OS • Microsoft Office 2016, Office 365 & Teams • iOS and Android devices • Hardware and Peripherals • Mobile devices

Skills about

 Call Management Systems, especially Service Now • Teams conferencing and enterprise voice • Audio visual systems (TV/Projector systems) and conference technology • SCCM • Basic Network Skills • ITIL certified • Experience in working in an international environment Personal Skills: • Ability to communicate effectively with members of the support team, customers and 3rd parties • Ambitious and articulate with a desire to progress their career • Excellent customer service skills • Well, presented • Ability to stay calm under pressure, Organized approach to work • Ability to manage multiple tasks at the same time • Positive and adaptable attitude, Collaborative workstyle •

English Language Skill