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For Companies At a Glance
- Tasks: Provide onsite tech support, resolve issues, and implement projects for end users.
- Company: Join a dynamic tech team focused on innovation and collaboration.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Why this job: Make a real difference by enhancing user experiences with cutting-edge technology.
- Qualifications: Strong tech skills in Windows, Mac, and IT ticketing systems; customer service focus.
- Other info: Exciting role with global collaboration and career advancement potential.
The predicted salary is between 36000 - 60000 £ per year.
As a key member of the Technology team, the End User Service 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.
- Assist 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.
- Provide technical support for local applications where applicable alongside other tech or business teams.
- Service Management: Ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and resolved to agreed targets as defined in the Service Level Agreement (SLAs).
- Resolve, route, or escalate 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.
- Build 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.
- 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.
End User Service Engineer employer: Birlasoft
Contact Detail:
Birlasoft Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land End User Service Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech world, especially those who work in end-user services. Attend industry events or local meetups to make new contacts and get your name out there.
✨Tip Number 2
Show off your skills! When you get the chance, demonstrate your technical expertise during interviews. Bring examples of how you've resolved issues or improved processes in previous roles to really impress the hiring team.
✨Tip Number 3
Be proactive! If you see a job opening on our website that fits your skills, don’t wait around. Apply straight away and follow up with a friendly email to express your enthusiasm for the role.
✨Tip Number 4
Prepare for the unexpected! In tech roles, you might face tricky questions or practical tests during interviews. Brush up on your troubleshooting skills and be ready to think on your feet to showcase your problem-solving abilities.
We think you need these skills to ace End User Service Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the End User Service Engineer role. Highlight your technical expertise, especially in EUS technologies like Windows and Mac OS, and any relevant certifications you have.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for our team. Share specific examples of how you've tackled technical issues or improved processes in previous roles, and show your enthusiasm for supporting end-user technologies.
Showcase Your Communication Skills: Since this role involves collaborating with local business leaders and global support teams, make sure to demonstrate your excellent communication skills in your application. Use clear and concise language to convey your ideas and experiences.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about StudySmarter and what we stand for!
How to prepare for a job interview at Birlasoft
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows and Mac OS, Microsoft 365, and IT ticketing systems like Service Now. Be ready to discuss specific scenarios where you've resolved technical issues or optimised processes.
✨Showcase Your Customer Service Skills
Since this role is all about supporting users, think of examples where you've gone above and beyond for customers. Highlight your ability to stay calm under pressure and how you’ve managed multiple tasks while keeping client satisfaction at the forefront.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, like a user struggling with a hardware issue or a software upgrade. Practise articulating your thought process and the steps you would take to resolve these problems effectively.
✨Demonstrate Collaboration and Communication
This role involves working with global support teams and local business leaders. Be prepared to discuss how you've successfully collaborated in the past, and share examples of how you’ve communicated complex technical information to non-technical stakeholders.