Job Purpose : The EUC onsite support engineer will provide high-quality technical support for all End User Computing devices (Laptop, Desktop, and mobility) for office-based staff at the site, including leading on the resolution of incidents, problems, and requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.
Operation Roles and Responsibilities Technologies : Microsoft Intune, Zoom Meeting Rooms, Microsoft Office 2010, Office 365 products – Windows 10 desktops, laptops, printers, networked copiers, Mobile Iron, NIC's, basic LAN/WAN connectivity, network cable patching, Hands & feet support to Rack and stack activities.
IT Tools : SCCM OS deployment, Intune Autopilot OS deployment, Microsoft MFA, Service NOW Ticketing tool (Incident, Service Requests, Asset management).
Basic experience in IT industry.
Good understanding of ITIL concept & Service Now.
Computer OS/Peripherals troubleshooting.
Asset/Inventory Management.
Ensure tickets are updated on time and adhere to required SLA.
Handling end users' incidents and IMAC requests using Service NOW ticketing tool.
Performing Hardware/Software installation (understanding of deployment tools like SCCM).
Basic AV support for conference room & internal events using MTR (Microsoft Teams Room).
Image Deployment using SCCM & Auto Pilot.
Laptop AV/endpoint security Management for McAfee, Cortex XDR.
Refresh of old assets from Windows 7 to Windows 10.
MTR Video conference support for meeting room and events.
Vendor coordination for hardware/spare replacement.
Support Queue Management to avoid SLA misses.
Ability to work independently and in a team environment.
Ability to communicate well with internal and external contacts.
Provide strong customer service for internal IT teams as well as Business Partners.
Work closely with the Server and Networking teams.
Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
Experience supporting mobile devices; including configuration and troubleshooting of iPhone, iPad, and Android devices.
Provide investigation, diagnosis, resolution, and recovery for hardware/software problems.
When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.
Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
Responsible for successful deployment and upgrades of laptops & workstations.
Seniority level Associate Employment type Contract Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr