Engineer I End user Support

Engineer I - End User Support

Key Responsibilities:

• Windows Device Management:

  Configure and maintain

  Windows devices

  , ensuring a thorough understanding of

  OS installation and upgrade processes

  . Knowledge of

  Auto-pilot process

  is a plus.

• Software Installation and Management:

  Oversee

  software installation and updates

  , possessing basic knowledge of

  software deployment processes and tools (SCCM/Intune)

  .

• Technical Support:

  Provide

  L1/L2 technical support and troubleshooting

  for hardware, software, and network issues. Demonstrate good understanding of

  Windows OS (Windows 10 and 11)

  , including

  log reading capabilities

  and the use of

  Event Viewer

  to diagnose and resolve issues.

• Network Knowledge:

  Support basic

  network connectivity issues

  , including troubleshooting network problems.

• Windows Administration:

  Administer

  Windows environments

  , including user accounts, permissions, and system configurations (mainly for L2 level).

• SCCM and Intune:

  Utilize

  SCCM and Intune

  for device management, software deployment, and policy enforcement.

• Active Directory:

  Manage

  Active Directory environments

  , including user account management, group policies, and permissions as per basic L1/L2 scope.

• Documentation and Reporting:

  Maintain accurate documentation of IT processes, configurations, and troubleshooting procedures. Provide regular updates on IT operations and issues.

• Team Collaboration:

  Work closely with other IT team members and departments to resolve issues within

  SLA

  and support IT initiatives.

• Compliance and Security:

  Ensure IT systems comply with company policies and security standards. Implement best practices for data protection and system security.

• ITIL and ITSM Tool:

  Follow

  ITIL processes

  and use global

  ITSM tools

  to track tickets and manage delivery.

What do you need to know

• 1-3 years of experience in

  Windows device configuration, OS installation, and troubleshooting

  , with a deep understanding of OS installation and upgrade processes.
• 1-3 years of experience with

  software installation and management

  , including a strong grasp of software deployment processes and tools.
• Good knowledge of

  Windows 10 and 11

  , including

  log reading capabilities

  and troubleshooting using

  Event Viewer

  .
• Basic experience with

  SCCM and Intune

  for device management and software deployment will be a plus.
• Basic knowledge of

  ITIL process framework

  and

  ITSM tools

  such as

  ServiceNow, ManageEngine Service Desk Plus

  (with basic knowledge of Service/incident/problem/change management) will be a plus.
• Knowledge and experience managing and supporting

  Active Directory environments at L1 level

  .
• Excellent

  problem-solving skills

  and the ability to work under pressure.
• Strong

  communication skills

  for effective collaboration with team members and end-users.

Critical Experience & Qualifications:

• Experience in

  global delivery

  with a diverse team and the ability to operate with urgency.
• Superior

  customer service mindset

  and solution delivery focus.
• Great communicator with the ability to interact with a wide variety of stakeholders and present the business side of technical topics to diverse audiences.
• Thirst for learning and personal development.

• BA/BS/BE/B.Tech/B.Sc./BCA/BCom degree

  or equivalent.

• Microsoft or other certifications

  against the technologies mentioned above is a plus.