I17 - End-User Computing (EUC) Support Technician

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.