End User Support Engineer

Job Description

We want to shape the future with vision and innovation. Be part of it and develop your full potential! As part of the global NTT DATA Group, one of the most successful IT service providers in the world, we specialize in value-added SAP solutions as NTT DATA Business Solutions. With over 16,000 employees in more than 30 countries, we design, implement, and develop custom-fit SAP solutions for our global customers. Would you like to take the next step in your career and be part of our highly qualified team? Are you ready to break new ground? Job Title: End User Support Engineer Department: IT Support Experience: 1 to 2 Years Job Location: Hyderabad/ Bangalore / Pune Mode of Work: Work from office. Job Summary: The End User Support Engineer is responsible for delivering first and second-level technical support to end users across the organization. This role includes managing and resolving incidents and service requests related to desktops, laptops, mobile devices, printers, and other peripheral hardware, as well as standard software and operating systems. The role demands strong technical troubleshooting skills, excellent customer service, presentability and the ability to work both independently and collaboratively within a dynamic IT environment. Key Responsibilities: Provide Level 1 and Level 2 support for desktops, laptops, printers, mobile devices, and peripherals, ensuring minimal downtime for users. Install, configure, and maintain Windows and macOS operating systems and standard business applications (e.g., MS Office, Zoom, VPN, antivirus, etc.). Diagnose and resolve hardware and software issues in-person and through remote support tools. Handle incident and service request tickets via the ITSM/ticketing system, emails, or calls with prompt and professional communication. Assist with employee onboarding and offboarding processes, including user account setup, access provisioning, and device assignment/collection. Ensure all support activities are well-documented, with accurate logging of issues and resolution steps in the ticketing system. Monitor and maintain system health, ensuring compliance with IT security policies and best practices. Understanding of IT Security Policies or Procedures. Perform basic troubleshooting for network connectivity issues, including LAN, Wi-Fi, and VPN access. Collaborate with IT team members for escalation and resolution of complex or high-priority issues. Maintain and update the inventory of IT assets, and coordinate replacements, upgrades, or repairs as needed. Support periodic IT audits by ensuring systems and assets are properly tagged, documented, and compliant. Educate end users on best practices and promote self-service resources where appropriate. Participate in IT projects, rollouts, and system upgrades as required. Prepare Reports as needed. Keep Assets Management updated to keep IT Stock Accurate & perform physical verification. Qualifications : Diploma or bachelor’s degree in information technology, Computer Science, or related field. Min 4 years of experience in a similar end-user support Proficiency with Windows, macOS, Microsoft 365 suite, and common enterprise tools. Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, SCCM, etc.). Strong understanding of ITIL processes (Incident, Request, Asset Management). Basic understanding of networking concepts (TCP/IP, DHCP, DNS, VPN). Excellent problem-solving, communication, and interpersonal skills. Presentable and ability to communicate well with Managers. Ability to manage multiple tasks and priorities in a fast-paced environment. Preferred Certifications (Nice to Have): ITIL Foundation Certification