Role Overview
The End-User Computing Support Engineer will provide day-to-day IT support services to end-users. This includes supporting computing devices, audio-visual (AV) equipment, and IT peripherals. The role requires proactive maintenance, troubleshooting, and technical assistance to ensure smooth IT operations across the organization.
Key Responsibilities
End-User Device Support
- Provide helpdesk and desktop support for computing devices, peripherals, and software.
- Respond to user requests, log incidents, and track cases to resolution.
- Perform hardware/software troubleshooting and coordinate with vendors for repairs.
- Install, configure, and update operating systems, antivirus, and security patches.
- Set up, relocate, or securely dispose of computing devices when required.
Audio-Visual (AV) Support
- Provide setup and operational support for hybrid meetings, events, and townhalls.
- Configure meeting room systems, AV equipment, and video conferencing tools.
- Conduct preventive maintenance checks and maintain AV equipment records.
- Troubleshoot AV issues and liaise with external vendors when necessary.
- Provide on-site or standby support during and outside office hours (including weekends/public holidays, with time-off in lieu).
IT Administration & Equipment Management
- Manage IT and AV equipment loan pools, including issuing, tracking, and reconfiguring devices.
- Maintain accurate IT inventory and asset management records.
- Create and update user guides, FAQs, and work instructions to improve IT support services.
- Assist with IT-related administrative tasks and documentation.
Requirements
Qualifications & Experience
- Diploma/Degree in Information Technology, Computer Engineering, or related discipline.
- 2-3 years experience in desktop support, helpdesk, or AV support roles.
- Strong knowledge of Windows OS, desktop imaging, patch management, and antivirus solutions.
- Hands-on experience with AV equipment and video conferencing systems.
- Experience in troubleshooting and coordinating vendor support.
Skills & Attributes
- Strong customer-service orientation with excellent communication skills.
- Good problem-solving ability, analytical thinking, and attention to detail.
- Ability to work independently and collaboratively in a team.
- Willingness to support after-hours and weekend operations when required.
- Familiarity with IT security practices and compliance policies.
