Associate, IT, EUT Analyst
1 month ago
Responsibilities for Support Engineer: IT services and support activities: Troubleshoot and support End User related issues. Pick.....
Responsibilities for Support Engineer:
IT services and support activities:
Troubleshoot and support End User related issues.
Pick up, acknowledge, and resolve incidents and requests promptly for users working from the office or remotely.
Thoroughly document all troubleshooting steps and create knowledge base articles of resolutions.
Prioritise issues and work with Support Team Leads, Application Managers, IT Operations, Vendors, and other teams to resolve issues, minimising escalations.
Escalate high-priority issues to Support Team Leads and Senior Management.
Provide first-line support for Laptops, PCs, Printers, Office 365, Active Directory, Networking and Ticketing.
Assist with onboarding and offboarding new starters, including preparing equipment for new starters and account creation or removal in supported applications.
Provide Executive support to Senior Management and be the point of contact on-site for all IT-related matters.
Perform health checks and monitor automated system and application alerts, resolving issues where possible.
Learn new technologies and acquire new skills to cater to the changing demands.
Any other ad-hoc tasks.
Solid technical knowledge in Windows (10,11, Server), Azure Active Directory, Microsoft 365, Exchange, MS Teams, MDM, MAM, Auto Pilot, Intune, JAMF, Microsoft Virtual Desktop, Citrix XenApp, and Monitoring tools.
Proven experience in technical support activities for laptops, desktops, smartphones, telephony, and networking.
Working knowledge of ITIL processes (certification desirable).
Experience working with IT ticketing systems such as Manage Engine, JIRA Service Desk, or ServiceNow.
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