Overview The Support Engineer - EUC / Sr. Support Engineer - EUC plays a crucial role in ensuring that end-user computing environments are functioning efficiently and effectively. This position is responsible for providing exceptional support to end-users on desktop applications, operating systems, and hardware issues. The ideal candidate will have a robust technical background and be skilled at diagnosing problems quickly to minimize downtime for users. In addition, the Support Engineer will collaborate closely with IT teams to implement new technologies and maintain existing systems, ensuring alignment with organizational goals. Key Responsibilities
* Provide first-line support for end-user computing issues related to hardware, software, and networking.
* Troubleshoot and resolve software and hardware problems, including desktop applications and peripherals.
* Respond to user inquiries via phone, email, and ticketing systems in a professional manner.
* Ensure timely resolution of incidents, prioritizing based on severity and impact.
* Document technical solutions and user interactions in the incident management system.
* Maintain and update knowledge base articles for common issues and solutions.
* Assist in the deployment and configuration of new hardware and software systems.
* Collaborate with cross-functional IT teams to identify, implement, and maintain best practices.
* Conduct training sessions for end-users on new applications and technology tools.
* Monitor and report on support metrics, providing insights to improve service delivery.
* Participate in projects related to system upgrades and technology rollouts.
* Perform routine maintenance on desktops and laptops, ensuring compliance with security policies.
* Provide remote support using remote access tools to troubleshoot user issues.
* Assist in creating and maintaining user accounts and access permissions.
* Stay up-to-date with industry trends and emerging technologies to enhance support capabilities.
Required Qualifications
* Bachelor's degree in Computer Science, Information Technology, or a related field.
* 3+ years of experience in end-user support or technical support roles.
* Strong understanding of operating systems (Windows, macOS, Linux).
* Experience with remote desktop tools and troubleshooting.
* Familiarity with networking concepts and protocols.
* Proven expertise in customer service and technical support methodologies.
* Knowledge of virtual desktop infrastructures (VDI) and cloud computing concepts.
* Ability to work independently and in a team environment.
* Excellent verbal and written communication skills.
* Strong analytical and problem-solving abilities.
* Experience with ticketing systems (e.g., ServiceNow, JIRA).
* Certifications in relevant technologies (e.g., CompTIA A+, ITIL, Microsoft Certified).
* Flexibility to work outside standard hours when necessary.
* Ability to manage multiple tasks and prioritize effectively.
* A strong customer-centric approach to problem-solving.
* Willingness to continuously learn and adapt to new challenges.