Senior End User Support

Skills:

desktop support, IT infra support, Active Directory, Windows OS Support, Office 365, Hardware Support, ITIL, Troubleshooting,

Responsibilities (includes All Tasks)

We are seeking a skilled and experienced End User Support and IT Infra support candidate to join our IT infrastructure team. The ideal candidate will possess at least 5 years of hands-on experience supporting end users and troubleshooting IT issues.

Key Responsibilities

• Proficiency in Microsoft Windows server OS and Client OS 11, macOS, and mobile devices (Android/iOS).
• Efficient management and maintenance of end-user IT assets, including laptops, PCs, software, printers, scanners, video conferencing devices, attendance systems, and IP telephones.
• Experience with ITIL-based service desk ticketing tools, SLAs, and remote support tools, with knowledge of incident management, service requests, problem management, and change requests.
• Solid understanding and experience with mail flow in an enterprise environment and Office 365.
• Troubleshooting issues related to conferencing software (e.g., MS Teams, WebEx, TeamViewer) and meeting room solutions.
• Providing orientation on IT products and technologies used within the organization to new staff.
• Knowledge of Active Directory (AD), DNS, DHCP, and Group Policy Object (GPO) management.
• Downloading, installing, and configuring software to meet user requirements.
• Escalating advanced IT support cases based on priority and ensuring follow-up.
• Maintaining IT assets and documentation, including network and user details.
• Providing L1+ support and demonstrating good knowledge of server, network and security devices.
• Supporting printer management, scanners, biometric systems, and CCTV devices.
• Responding to IT support requests via phone, email, and in person.
• Familiarity with the configuration and usage of email clients and mobile devices/smartphones.
• Serving as an escalation point for all organizational IT issues.
• Knowledge of Windows endpoint patching and troubleshooting.
• Performing accurate root cause analyses (RCAs) for all reported incidents.
• Knowledge of enterprise backup and restoration processes, as well as server, storage, UPS, and rack systems.
• Coordinating and following up with vendors and follow-up.
• Participating in internal and external audits.

• A minimum of 5-6 years of experience in End User Support and IT Infra support.

MANDATORY

End User Support and IT Infra support

Willingness to work 24/7 support window, on-call after duty hours as needed.

Soft Skills

MANDATORY

• Strong analytical and troubleshooting skills.
• Excellent communication, a customer service-oriented approach and documentation skills.
• Ability to work independently and as part of a team.