End User Technical Support Engineer

Role Overview: 

As a key member of the Technology team, the End User Technical Support Engineer provides onsite support for incidents, problem resolution, and project implementation. This role addresses technical issues that cannot be resolved remotely, collaborates with global support teams, and consults with local business leaders to align IT support with business needs. The engineer also drives local optimization and promotes the adoption of end-user technologies.

Key Responsibilities:

Technical Support

Analyses and resolves information system issues related to the desktop computing environment, 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 user’s desk.

Support and assist users with Onboarding & Offboarding process

Support and maintain local conference and meeting room equipment

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.

Maintain the Local Asset Management data and ensure the Asset Management toolset are properly updated for periodic review

Technical support for local applications where applicable alongside other tech or business teams Technical Expertise

Service Management

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

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.

Preferred Qualifications:

Excellent technical knowledge in all key areas of EUS technologies, e.g.

Windows and Mac OS

Microsoft Office Specialist (MOS) and/or Microsoft 365 certified

iOS and Android devices

Hardware and Peripherals

Mobile devices

Excellent knowledge on IT Ticketing Systems, especially Service Now

Conferencing and enterprise voice

Audio visual systems (TV/Projector systems) and conference technology

Knowledge on SCCM and Intune

Basic Network Skills to support the local Office Infra as needed

Experience in working with an International Support Environment

ITIL certified (Preferred)

Personal Skills:

Excellent communication skills in English and the local language (if applicable)

Strong customer service orientation with a focus on client satisfaction

Ability to remain calm under pressure and manage multiple tasks.

Organized, adaptable, and collaborative team player.