The End User Support Engineer is responsible for the installation, maintenance, and operational support of all end-user IT equipment and workplace technologies, including laptops, desktops, printers, peripherals, and collaboration tools. This role ensures stable and efficient IT operations, providing direct on-site support to employees and maintaining the reliability of all end-user computing systems. Reporting to the Infrastructure Lead, the engineer acts as the primary technical interface for office users, handling incidents, service requests, and small-scale infrastructure improvements in coordination with central IT and vendor teams.
Key Responsibilities
End-User Device Support
* Install, configure, and maintain laptops, desktops, thin clients, and mobile devices.
* Support and troubleshoot Windows 10/11, macOS, and Citrix-based work environments.
* Perform OS imaging, driver updates, hardware upgrades (RAM/SSD), and BIOS configuration.
* Enforce endpoint security standards (BitLocker, antivirus, patching).
* Maintain and document asset lifecycle including onboarding and offboarding.
Printer & Peripheral Management
* Deploy and manage network printers, multifunction devices (MFDs), and scanners.
* Configure print queues and troubleshoot connectivity, driver, or print-server issues.
* Maintain consumables, monitor print activity, and coordinate repairs with vendors.
* Ensure smooth operation of all office printing infrastructure.
User Support & Troubleshooting
* Act as first point of contact for all IT-related user issues and requests.
* Diagnose and resolve incidents related to hardware, software, and network access.
* Support collaboration tools — Microsoft 365, Outlook, Teams, and SharePoint.
* Troubleshoot VPN, Wi-Fi, and LAN connectivity problems.
* Provide assistance with meeting room setups (Teams Rooms, projectors, webcams, displays).
Account & Access Management
* Create and manage Active Directory user accounts, password resets, and group policies.
* Administer Microsoft 365 accounts, licenses, and MFA configurations.
* Manage SharePoint and OneDrive access permissions.
* Work with Infrastructure teams to maintain network access, VPN, and firewall rules.
Asset & Lifecycle Management
* Maintain accurate asset inventory for laptops, desktops, and peripherals.
* Manage asset tagging, tracking, replacement, and disposal.
* Conduct quarterly hardware audits and license compliance reviews.
* Support procurement activities in collaboration with IT and Finance.
Documentation & ITSM Processes
* Log and track incidents and service requests in the ITSM tool (ServiceNow, Jira, or equivalent).
* Follow ITIL-aligned processes for incident, request, and change management.
* Document configurations, fixes, and recurring issues in SharePoint knowledge base.
* Participate in root-cause analysis and service improvement initiatives.
Technology Environment
Operating Systems & Platforms
* Network Services: DHCP, DNS, VPN, Print Server, Proxy
* Printing: HP, Canon, Xerox MFDs with Windows Print Server
* Device Management: Intune, SCCM, or Lansweeper for inventory and patching
Hardware & Support Tools
* End-User Hardware: HP, Dell, Lenovo ThinkPad series
* Remote Support Tools: TeamViewer, RDP, Quick Assist, Citrix Director
* Backup & Restore: OneDrive Sync, Acronis, Windows System Restore
Scripting & Configuration
* System Automation: PowerShell, VBScript
* Active Directory / GPO Administration
* File Services: Windows File Server, SharePoint Online
* Incident Management: ITSM / ServiceNow / Jira
Qualifications
* Bachelor’s degree in Information Technology, Computer Engineering, or equivalent technical discipline.
* 2–5 years of experience in end-user or desktop support within an enterprise IT environment.
* Strong technical understanding of Windows OS, Microsoft 365, and network troubleshooting.
* Hands-on experience with laptop hardware, printing infrastructure, and endpoint security tools.
* Familiar with ITIL service management and ticket-based support systems.
Core Competencies
* Excellent troubleshooting and communication skills.
* Strong customer-service orientation and reliability.
* Detail-oriented with accurate documentation habits.
* Collaborative and proactive in problem resolution.
* Capable of managing multiple support priorities simultaneously.
Why This Role Matters
Reporting to the Infrastructure Lead, the End User Support Engineer plays a central role in maintaining a secure, efficient, and responsive workplace IT environment. By ensuring smooth operation of laptops, desktops, printers, and collaboration tools, this role directly supports organizational productivity and user satisfaction.
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