Synopsis of the role :

This is an exciting opportunity for an End User Computing Senior Desktop Support Engineer. In this role, you will be challenged daily with a variety of tasks and responsibilities, including providing technical assistance and troubleshooting support to end users, resolving hardware and software issues, installing and configuring computer systems and peripherals, and maintaining accurate documentation of all support activities. You will also be responsible for escalating complex issues to higher-level support teams and staying up-to-date on the latest technologies and best practices in desktop support. The ideal candidate will have excellent communication and interpersonal skills, strong problem-solving abilities, and a proven track record of providing exceptional customer service. Working closely with the Global teams to help assist with various tasks and incidents that arise.

What you’ll do

• Technical site lead and point of contact for all escalation while providing technical support to India sites as and when required.
• Assist with all end user computing requests and incidents
• Manage the IT needs of the end user environment on site, including laptops, MacBooks, back-office servers, Desk and softphone telephony
• Troubleshooting End User issues and supporting customers across all India sites.
• Build excellent working relations with your internal VIP customers, acting as an ambassador for End User Computing Services and IT
• Responsible for new starters and leavers (hardware and software)
• Replacements and upgrades of users equipment (Mobile & Laptop)
• Printer management including software installs and hardware troubleshooting
• Ordering IT equipment from 3rd party vendors
• Responsible for keeping Asset management up to date and accurate.
• Support meetings, office townhall and other events.
• Liaise with external/3rd party providers for services and products
• Adhere to and uphold defined security standards by proactively vulnerability scans and follow aspects of security
  
  

What Experience You Need

• 3-4 year degree from a recognised University
• 1-2 years’ experience with performing a senior or lead role within an IT environment
• 1-2 years’ experience with Active Directory
• 1-2 years of experience with administering Windows Server Environments
• 3-4 years of experience with desktop support for end users (Windows 10/11)
• 1-2 years' exposure to G Suite
• 1-2 years of mobility device and MDM experience
• 1-2 years of enterprise wireless support (Cisco, Aruba) ; both would be a plus
• 4-7 years' experience of multiple varied technology in a support related role
• 4-7 years' customer facing experience in a support related capacity
• Evidence of desktop and networking support roles
• Essential understanding of WAN/LAN/DNS/Windows/Remote access/security technologies Support of other UK&I sites may be required
• Experience in using SCCM remote support tools
• Experience in working on ticketing tools like ServiceNow
• Should be having a basic knowledge in networking tools
• Hands on experience with hardware part replacements
  
  

What could set you apart

• Cloud certification (Azure, GCP, AWS etc)
• Good communication skills
• Exposure to G suite
• Knowledge and exposure to Apple products