ENGINEER, END User Computing
Happiest Minds Technologies
Bengaluru, Karnataka, India2h agovia LinkedIn
Job Title: ENGINEER - END User Computing
Key Responsibilities
- Daily management of personal queue of assigned support tickets, focusing on meeting ticket SLAs to achieve performance targets.
- Take inbound client phone calls from the call center and work with end users to resolve issues.
- Utilize ITIL best practices to enhance and optimize services provided to end users.
- Troubleshoot Windows and Mac OS-related issues at hardware and software levels.
- Troubleshoot Remote Desktop Services and VPN (SSL and IPSec).
- Email Administration including essential level user management:
- Configuring new accounts.
- Password resets.
- Troubleshooting user login, profile, and permission issues.
- Basic virtualization Administration:
- Rebooting virtual machines.
- Resource allocation.
- Basic architecture knowledge.
- Maintain standards and documentation on an ongoing basis as products and technologies evolve.
- Other business duties as assigned.
Requirements & Tech Stack
- High-level knowledge of supporting/managing desktop operating systems, including Windows and Mac.
- Experience with Office 365 Administration, including Exchange, OneDrive, SharePoint, Intune, and Teams.
- Essential domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP.
- Basic knowledge of Backup Solutions.
- Basic knowledge of troubleshooting standard remote solutions such as RDP and Citrix.
- Basic understanding of core network components.
Qualifications
- Strong analytical and troubleshooting skills.
- Familiarity with ITIL practices.
- Excellent English communication skills for both technical documentation and customer interactions.