The Associate Engineer, EUS is responsible for technical support to end-users on various technical issues and problems relating to hardware and software as well as network connectivity in the organisation.
Responsibilities :
- Provide technical support to end-users for desktops, laptops, printers, scanners, smartphones,audio-visual equipment, Microsoft 365 applications, email, and other workplace technologies.
- Install, configure,deploy, maintain, and troubleshoot end-user devices and associated software.
- Perform basic administration of Microsoft Active Directory, Microsoft 365, Intune, user accounts, security groups, access permissions, and endpoint policies.
- Handle service requests and incidents in accordance with established service-level targets and IT service-management processes.
- Assist with the monitoring and maintenance of IT infrastructure, including servers, network devices, system alerts, backups, patching, and antivirus or endpoint-security platforms.
- Support infrastructure activities such as equipment installation, system upgrades, patch deployment, preventive maintenance, asset replacement, and technology refresh exercises.
- Support infrastructure projects, system migrations, testing, documentation, inventory updates, and implementation activities.
- Perform root-cause analysis for recurring end-user and infrastructure issues and recommend corrective or preventive actions.
- Develop and maintain technical documentation, troubleshooting guides, checklists, asset records, and standard operating procedures.
- Ensure that all work complies with IT security policies, change-management procedures, operational standards, and audit requirements.
- Coordinate with internal teams, vendors, and service providers when resolving technical issues or implementing infrastructure changes.
- Perform other IT support and infrastructure-related duties assigned by the immediate supervisor.
Requirements :
- Diploma in Information Technology, Computer Engineering, Information Systems, or an equivalent qualification.
- Min 1 year of relevant experience in end-user support, desktop support, IT operations, or a related technical role.
- Proficiency in Windows operating systems, Microsoft 365, Microsoft Office, antivirus or endpoint-security software, and common enterprise applications.
- Experience trouble shooting desktops, laptops, printers, mobile devices, audio-visual equipment, and general hardware and software issues.
- Basic knowledge of Microsoft Active Directory, Microsoft Entra ID, Group Policy, DHCP, DNS, TCP/IP, LAN, wireless networking, and VPN technologies.
- Basic understanding of servers,virtualisation, cloud services, backups, monitoring, patch management, and IT security controls would be an advantage.
- Experience using an IT ticketing system to handle incidents and service requests.
- Willingness and ability to learn infrastructure technologies and gradually take ownership of assigned operational tasks.
- Strong analytical, troubleshooting, documentation, interpersonal, and communication skills.
- Ability to work independently, collaborate effectively within a team, manage priorities, and take ownership of assigned responsibilities.
