End User Support Engineer

Job Description

Hardware support : technical diagnosis and coordination with OEM vendors for repair of defective hardware for a variety of devices including desktops / laptops / workstations, mobile devices, tablets, meeting room equipment, printers etc.

• Software support : diagnosis and resolution of software functionality for both the operating system (Win 11 and Mac OS) and standard desktop applications (MS 365 and etc.)
• IMACD : physical installations, moves, adds, changes, and de-installs for a wide variety of supported hardware devices including desktops / laptops / workstations, mobile devices, tablets, meeting room equipment, printers and etc. and supported software
• Enhanced support for VIP users including 7x24 on-call support
• Coordinate with infrastructure teams to resolve issues with network, servers or other infrastructure devices or services that impact the normal work of end users
• Support hardware and software changes (e.g. hardware device change / refresh, system upgrade / migration, patch update, etc.) for end users
• Asset management support for end user devices by following defined processes
• Provide smart hand support for all kinds of hardware such as printers, servers, network devices, backup devices, meeting room equipment, scientific devices etc.
• Onsite support for events such as trade shows or special meetings
• Regular checks for IT Room devices and Meeting Room equipment when required
• Deployment services for large-scale efforts include asset auditing and discovery, project support, image integration, on-site installation, user self-installation, migration, and asset recovery governed with full project status and reporting