End User Service Support Engineer

As an End User Service Support Engineer at Birlasoft, you will play a crucial role in resolving technical issues and requests onsite that remote functions are unable to address. Representing the Technology team, you will be involved in incident and problem management, projects, and software delivery. Your responsibilities will include building relationships with international support teams, consulting with local business and senior leadership, and driving local optimization efforts and technology adoption of end-user services related applications and systems. You will be responsible for analyzing and resolving information system issues related to the desktop computing environment, network applications, production applications, and hardware. Additionally, you will build and deploy Windows, Mac, or other hardware for new joiner laptops and laptop upgrades, support and assist users with the JML process, and maintain local conference and meeting room equipment. Furthermore, you will ensure that all logged tickets are consistently acknowledged, prioritized, investigated, owned, and resolved within agreed targets as defined in the Service Level Agreement (SLAs). You will also resolve, route, or escalate service requests to senior technicians or functional teams as necessary, manage calls with 3rd party suppliers, and escalate calls to the support manager when needed. In this role, you will collaborate with other international support teams to create a cohesive support team, assist senior staff with functional tasks to support end-user service projects, consult with local business and senior leadership for evaluation of support requirements and execution planning, and drive local optimization efforts by identifying service issues and implementing improvements through automation, self-service, and other measures. Your role will also involve driving technology adoption of end-user services related applications and systems, supporting audits related activities alongside other tech functions and business, and providing technical support for local applications where applicable alongside other tech or business teams. Your technical expertise will be crucial in ensuring the smooth functioning of end-user services and applications.,