End-User Computing (EUC) Support Engineer

Job Summary:

The EUC Service Desk Engineer serves as the first point of contact for technical support within the organization. This role is responsible for resolving end-user issues, managing service requests, and ensuring the smooth operation of IT systems. The ideal candidate will have strong technical skills, excellent communication abilities, and a proactive approach to problem-solving.

Key Responsibilities:

. Provide first-level technical support via phone, email, or ticketing system.

. Troubleshoot and resolve hardware, software, and network issues for end-users.

. Manage user accounts, access permissions, and password resets.

. Handle service requests and incidents in accordance with ITIL best practices.

. Maintain accurate records in the IT service management system.

. Configure and deploy end-user devices including desktops, laptops, and mobile devices.

. Support Microsoft 365, Windows OS, and other enterprise applications.

. Collaborate with other IT teams to escalate and resolve complex issues.

. Ensure compliance with IT security policies and procedures.

. Participate in IT projects and service improvement initiatives.

. Provide basic training and guidance to users on IT systems and tools.

Required Skills & Experience:

. Minimum 2-3 years of experience in IT support or service desk roles.

. Strong knowledge of Windows OS, Microsoft 365, and basic networking.

. Experience with ITSM tools and ticketing systems, Remedy or ServiceNow.

. Familiarity with Active Directory, Intune, and Azure (preferred).

. Excellent troubleshooting and diagnostic skills.

. Strong communication and customer service skills.

. Ability to work independently and manage multiple tasks.

. Able to work under pressure, make effective decisions and adapt to challenging situations.

. Have VIP Support experience will be advantageous.

Qualifications:

. Diploma or higher in Infocomm Technology or related field.

. Additional certifications (e.g., Microsoft, CompTIA) or scripting knowledge are an advantage.