ENGINEER, END User Computing

About the Role

This role focuses on the daily management and support of end-user computing environments.

Key Responsibilities

• Daily management of personal queue of assigned support tickets, focusing on meeting ticket SLAs and achieving 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.
• 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.
• Ability to troubleshoot Windows and Mac OS-related issues at hardware and software levels.
• Ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec).
• Experience with Office 365 Administration, including Exchange, OneDrive, SharePoint, Intune, and Teams.
• Email Administration with essential level user management, including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues.
• Basic virtualization Administration, which may include rebooting virtual machines, resource allocation, and basic architecture knowledge.
• 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.