Engineer - End User Support

Job Purpose

• Provide technical support and maintenance for end-user devices and systems, ensuring optimal performance and user satisfaction.

Key Accountabilities

Strategic Activities

• Provide initial basic support for routine incidents and basic queries related to user computing environments and monitoring equipment.
• Identify and resolve basic queries from end-users, following established procedures and seeking guidance as needed.
• Support planned maintenance activities, attending sites and warehouses to perform basic preventative maintenance tasks under supervision.
• Work closely with senior team members to escalate complex issues, provide updates on tasks, and learn from their experience
• Work closely with various stakeholders (Airport Operator, CUTE service provider, AOD team, other business users and vendors) for setting / managing the IT Infra at airports and other office spaces
• Tracking, managing and optimizing the IT assets in use.
• Manage incident and request tickets, ensuring accurate logging and timely resolution within established SLA targets.
• Actively participate in learning opportunities to enhance skills in end user computing support and stay updated with technology developments.
• Willing to travel to other sites or airports to handle system or infra issues, as assigned from time to time.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

Skills Required for the role

• Hands-On and field experience in the following areas.
• Basic understanding of computer systems, troubleshooting techniques, and diagnostic tools
• Knowledge of Windows and Mac operating systems, Microsoft Office 365, and other end-user applications
• Excellent communication, problem-solving, and customer service skills.
• Basic knowledge of computer networking and ability to identity LAN and WiFI Issues.

Educational and Experience Requirements

Minimum Education Requirement

• Bachelor’s degree in IT related field (B.E, B.Tech BSC, BCA).

Minimum Desired Experience Requirements

• 0-1 year of experience of Desktop/Network support or EUC system configuration and administration.
• Freshers holding a degree in IT Field can also apply.

Analytical mindset with ability to solve for problems and be able to guide junior team members with minimal hands-on intervention.