Engineer, End User Services

Be a part of something BIG!

The Engineer, End User Services will be responsible for managing IT assets/inventory, including collaboration with other IT support engineers, providing guidance and support. 

Make an Impact by:

• Plan, coordinate, and prioritize activities to ensure timely and effective resolution of desktop support requests and incidents. 
• Serve as the primary point of contact for escalated technical issues and complex problem resolution including senior or Top Executive staff 
• Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of desktop support services with overall IT strategies and initiatives. 
• Monitor and report on Service/Operation Level Agreement related to desktop support service levels, team productivity, and customer satisfaction. 
• Identifies and resolves customer issues and enquires completely, accurately within the committed turnaround time and in accordance with ServiceDesk standards to ensure contact handling accuracy and operational effectiveness. 
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded. 
• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature. 
• Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions. 

Skills for Success:

• Min. ITE/Diploma graduate with 3 years experience in desktop support 
• Min 3 years experience supporting Microsoft Windows 10 and Microsoft Office 365 
• Possess at least one (1) of the following certifications or their equivalent: Microsoft 365 Certified: Modern Desktop / Enterprise Administrator Associate/Expert, Microsoft Certified: Azure Administrator Associate; and Microsoft Certified: Azure Security Engineer Associate. 
• Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages 
• Demonstrate knowledge in the support of workstations, and related components 
• Clear Spoken & Written English with the ability to prioritize effectively and work with a sense of urgency 
• Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.

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