End User Computing Support Technician

General Description

The role consists of deskside support as well as infrastructure smart hands support, across two buildings encompassing both manufacturing and corporate environments. As well as EUC skills you will require a working knowledge of networking, being able to act as smart hand for the US networking team.

As well as assisting with everyday user support, there are a wide range of projects to help with, including but not limited to OS upgrades, MDM rollouts and equipment refreshes. Meeting room preparation and maintenance is a big part of the day-to-day responsibilities as is multimedia setup for conferences, new user builds and user inductions. Dealing with users and VIPs it is vitally important that you are a great peoples person, as well as having good technical skills at the EUC level. There are production systems onsite, which do require more in-depth skills, often around printing and understanding high priorities and urgency; training will be provided for this.

This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken or expected standards.

Applications and Experience

• Strong knowledge in the following would be an advantage:

• Windows client operating systems (Windows 10, 11)
• Microsoft Office Suite and Office 365
• Active Directory – User/Computer Management
• Intune
• A/V Lenovo MTRs – Setup and management of Devices
• New PC setups migrations, imaging and SCCM
• General Networking (DNS, DHCP, TCP/IP)
• Fibre – LAN cables
• Network Patching
• Network printers installs/troubleshooting (Ysoft Terminal/Portal)
• Follow me Print support
• Bomgar Remote Desktop Support client
• Experience with ticketing systems, ideal Service Now (SNOW)

Duties and tasks

• Provide the support and assistance to the users by troubleshooting the technical issues and providing the appropriate resolutions for the same.
• Providing the technical assistance related to personal computer, printer, mobile devices, tablets and other IT Equipment.
• Assess and analyze problems, making sure they do not re-occur frequently.
• Recognize the problem areas, gather the relevant information, and conduct thorough research to diagnose the source or the root cause of the issue.
• Escalate the problem to the next level if unable to resolve it at his/her level.
• Answer all the requests received by phone, emails, walk ins, etc., and to ensure that there is proper delivery of the services as per the rules and regulations of the company.
• To recommend adjustments to meet the end users’ requirements and assist in determining, maintaining, analyzing, identifying and monitoring the issues related to problem management.

Duties and tasks (continued)

• Create tickets in the incident management system, follow up on problem resolution and close tickets per SLA.
• Manage the lifecycle of all Service Desk tickets, identifies and tracks trends, monitors customer service satisfaction, and prepares related reports.
• Technical maintenance of computers, mobile devices, tablets and peripheral equipment, as below:

• Diagnose damage to the Customer’s computer hardware
• Take the appropriate measures in the case of hardware or software failure
• Contact warranty and out-of-warranty services (computers, printers, monitors, mobile devices, etc.)
• Install and configure peripherals
• Install operating systems and other Customer’s software and applications
• Maintenance of antivirus software, regular monitoring of installed updates, system health check
• Modernization, installation, replacement of computers, mobile devices, tablets and peripheral equipment
• Interaction with suppliers and 3rd parties on issues of repair or replacement of equipment
• Research hardware and software pricing, obtain quotes from the vendors
• Control of the execution of Service Contracts with network and mobile operators and other vendors
• Oversee and manage IT asset inventory, provide the required reporting
• Utilize a variety of sources and systems to provide reporting on IT related cases
• Keep a track record of all the relevant documentation and to make sure effective contribution is made to improve the operational procedures
• Perform translation of IT related documentation
• Give the recommendations to the Customer’s users on the right standards of software and hardware used in the Company
• Conduct end-user training sessions related to existing and new products roll-out by Information technology
• Perform other duties as assigned

Desired Personal Skills:

• Excellent interpersonal and communication skills both verbal and written.
• Experience in similar working environments.
• The ability to work independently or as part of a team.
• A proactive approach to supporting wider team.
• The ability to multitask and work in a challenging environment.
• Excellent eye for detail.
• Excellent communicators, passionate about helping customers succeed.
• A positive and proactive approach.
• The desire for self-improvement and personal growth.
• The desire to succeed both individually and as a team.
• Not afraid to get involved and find solutions.