End User Support Engineer

The End User Support Engineer is responsible for delivering reliable, high-quality end user computing support to onsite and remote employees during standard business hours. This role ensures uninterrupted IT service delivery by diagnosing and resolving hardware, software, desktop, and peripheral issues in alignment with corporate IT policies, security standards, and service management processes. The position acts as a key interface between end users, regional/global IT teams, and third-party service providers to maintain stable and efficient IT operations., * Provide Level 1 and Level 2 desk-side and remote support for end user computing services during designated business hours.

• Diagnose, troubleshoot, and resolve hardware, software, operating system, network connectivity, and peripheral issues in a timely and professional manner.
• Act as second-level support for escalated or complex incidents, ensuring resolution in line with defined SLAs and business impact.
• Log, track, document, and resolve incidents and service requests using the approved IT service management/ticketing system.
• Perform installations, configurations, upgrades, repairs, backups, and routine maintenance of desktops, workstations, laptops, and associated equipment.
• Support user onboarding and offboarding activities, including workstation setup, account access enablement, and asset handover as assigned.
• Ensure adherence to IT security policies, data protection standards, access controls, and standard operating procedures at all times.
• Coordinate with regional/global IT teams and escalate issues appropriately to ensure timely resolution of cross-functional or complex problems.
• Work with third-party vendors and service providers (e.g., hardware vendors, ISPs, support partners) to resolve incidents or deliver services.
• Maintain accurate documentation related to support activities, asset records, and knowledge articles where required.
• Participate in IT infrastructure or end user technology projects as assigned.
• Communicate technical information clearly to both technical and non-technical users, maintaining a high standard of customer service

• Strong troubleshooting and problem-solving skills across desktop, hardware, software, and connectivity issues.
• Solid understanding of incident management, service request fulfillment, and escalation practices.
• Excellent customer service, communication, and documentation skills.
• Ability to work independently while also collaborating effectively within a global IT team environment.
• Strong attention to security, data integrity, and compliance requirements.
• Motivation to learn new technologies and stay current with industry trends.
• Experience & Job Level
• Senior support role requiring minimal supervision.
• Capable of handling complex and critical issues independently and supporting less experienced team members.
• Demonstrates advanced technical, troubleshooting, and documentation skills with a strong focus on customer satisfaction.
• Typically requires 5-8 years of professional experience in end user/desktop support within an enterprise IT environment.
• Windows, Mac(Apple) + Advanced Desktop/Deskside Support
• Intune + SCCM/MECM + Endpoint Management
• Active Directory + Group Policy + Entra ID
• Hardware, Imaging, Deployment & Asset Lifecycle
• ServiceNow