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End User Support Specialist

2 months ago

Wilmington, Delaware, United States Saxon Global Full time
Job Title - End User Support L3

Location - Wilmington, DE (Onsite)

Hire Type - Full Time (Permanent)

Role Description:

An EUC engineer is responsible for providing onsite technical support to users of computer systems and networks. This may include troubleshooting hardware and software issues, configuring and maintaining systems, and providing training and guidance to users. The job may also involve working with other IT team members to resolve more complex issues. Strong communication and customer service skills are important, especially the ability to clearly & effectively communicate technical information to non-technical audiences, including senior management. This role often requires the ability to work independently and troubleshoot problems in a timely manner.

Key Responsibilities:
  • Strong troubleshooting skills for Desktops, Laptops & Peripheral devices.
  • Provide onsite physical hands & feet technical support.
  • Resolve incidents and problems associated with EUC devices.
  • Perform reactive troubleshooting to effectively identify potential incidents or problems and attempt to eliminate them to occur in the future.
  • Set up new hire devices, and desk - desktops/laptops and install any needed applications per the user onboarding request.
  • Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
  • Deploying, Installing, and configuring software's via Intune on client devices.
  • Provide software break/fix services and replacement of non-warranty assets for end users.
  • Configure and support end users on mobile computing platforms.
  • Provide onsite hardware support for general troubleshooting and problems for end user computing technologies.
  • Provide basic/SOP based support for problems pertaining to end user device applications like MS Office, MS Teams, COTS software etc.
  • Provide walk-up/tech bar support at the Company specified locations for quick assistance and resolution.
  • Utilize ITSM tool and other Company systems to track and report on end user issues and requests.
  • Change, Problem, Incident and Configuration Management.
  • Asset Management to keep a track of the inventory on day-to-day basis. Monthly reports.
  • Coordinate with other technical/non-technical teams (onsite or remote) as needed to resolve the end user issues/requests.
  • Provide White Glove support for VIP Users (including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners etc.)
  • Support Authorized Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments.
  • Create, change, and remove printer configurations and queues based on requests.
  • Coordinating with vendors for in warranty equipment failures.
  • Conferencing/Collaboration/Telephony devices like digital displays, VoIP/Desk Phones, web cams and other audio/video devices.
  • 4+ years of experience in managing enterprise desktops on a large scale (1000+ clients).
Requirements:
  • Microsoft Endpoint Manager (Intune / SCCM).
  • Experience managing desktop configuration polices via Intune.
  • Create and maintain Intune Policies and deployment scripts.
  • Administering Windows operating systems.
  • All aspects of IMAC (Install Move Add Change) including JML (Joiner, Mover & Leaver).
  • Knowledge on BitLocker management and LAPS. (Local admin password solution)
  • Basic knowledge on Browser technologies Ex: Internet Explorer, Chrome
  • Basic knowledge on end user break fix for designated equipment (All EUC equipment).
  • Basic Knowledge of Azure AD, Active Directory; including GPO and DNS.
  • Knowledge on imaging laptops.
  • Knowledge on basic networking and proxy technologies.
  • Knowledge on Active Directory to build user network profiles, reset passwords, unlock accounts, etc.
  • Knowledge on Change, Problem, Incident and Configuration Management.
  • Knowledge on Asset Management toolsets to keep a track of the inventory on day-to-day basis. Monthly reports.
  • Provide recommendations or possible solutions to client management and support teams.
  • Supporting Service Desk team and L2 support.