End User Support Engineer

As an End User Support Engineer at NTT DATA Business Solutions, you will play a crucial role in delivering first and second-level technical support to end users across the organization. Your responsibilities will include 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. Your 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. - 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 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,