End User Computing (EUC) EngineerIT support

Responsibilities • Deliver high-quality technical support and customer service, ensuring all incidents and service requests are resolved promptly and professionally. • Install, configure, upgrade, support, and troubleshoot Microsoft Windows operating systems and authorized applications, including Microsoft Office, Adobe, and laboratory workstation software. • Provide hands-and-eyes support for IT infrastructure components, including servers, storage systems, tape media, network devices, voice systems, and structured cabling. • Install, maintain, and troubleshoot desktops, laptops, printers, and other authorized peripheral devices. • Perform hardware break-fix services and preventive maintenance for end-user computing devices and peripherals. • Support desktop lifecycle management activities, including hardware deployment, asset tracking, system builds, software installation, user migration, refresh programs, and decommissioning. • Maintain accurate IT asset records and ensure proper documentation of configurations, inventory, and support activities. • Coordinate with external vendors and service providers for equipment repair, maintenance, and escalations. • Monitor and manage ticket queues to ensure incidents and requests are accurately logged, categorized, prioritized, diagnosed, escalated, and resolved within service standards. • Ensure compliance with Service Level Agreements (SLAs) and contribute to continuous service improvement initiatives. • Support day-to-day IT operations in a fast-paced enterprise environment. Requirements • Diploma in Information Technology, Information Systems, or related discipline. • Minimum 2 years of experience in end-user or desktop support. • Good working knowledge of Microsoft Windows operating systems and Microsoft Office applications. • Experience supporting desktop hardware, laptops, printers, and peripheral devices. • Basic understanding of IT infrastructure concepts, including networking, VPN, servers, and connectivity troubleshooting. • Strong customer service mindset with good interpersonal and communication skills. • Ability to work effectively in a fast-paced and demanding environment. • Strong problem-solving, multitasking, and organizational skills. • Process-oriented with attention to detail and documentation. • Self-motivated team player with initiative and a positive attitude. • Good spoken and written English.