Purpose of Role:

The key responsibility of the End User Support Engineer is to provide assistance for all users who have encountered problems with their desktop related items such as hardware, software, applications, printing, iPhones and telephones. To deliver user requests, these include the configuration, build and installation of hardware, installation of software and applications etc.

Responsibilities:

Support of PC’s, laptops, telephones, soft phones, mobile and desk handsets, printing and printing devices, smart devices, Digital Scanners. Support of Applications and Software both external and internal, external applications include all Microsoft products. Configure build and install hardware, being responsible for the patching of all desktop devices and up to date AV. Setting up and maintaining training and meeting rooms with required hardware. Setting up and managing Video and collaborative Conference calls. Process helpdesk tickets for employees and contractors. Update company systems with knowledge guides, ticket updates and inventory items as required. Participation in projects and initiatives such as: Office Moves and Real Estate Initiatives o Hardware Refreshes Major Software Roll Outs Desktop Migrations o Security Implementations and Compliance issues Standardisation of End User Services to align the EUS catalogue of services globally. Train and guide staff on hardware and software usage Document resolution to desktop issues, propose solutions to root cause problems. Interact with 3rd party vendors to drive and resolve specific technical problems. Identify opportunities to improve, automate, or simplify processes or systems.Good experience in a customer facing desktop support role Understanding of Intel based PC’s, Printers and peripherals Knowledge of Windows Operating systems Understanding of Microsoft Exchange E-mail and Office 365 Exposure to MS Windows server Knowledge of Microsoft desktop office applications Knowledge of Cisco Video Conferencing solutions Microsoft Certified Desktop Support Technician certification a plus Strong understanding of PC hardware skills and an interest and eagerness in technology and support for end users Knowledge of Mac OS/Apple iOS a plus