Senior End User Support Engineer

We are seeking a highly skilled and customer focused End User Support Engineer to lead and manage daily end-user support operations. This role requires hands-on troubleshooting, escalation handling, ticket management, and close coordination with internal teams to ensure seamless IT support for employees. The ideal candidate should have strong communication skills, a proactive mindset, and the ability to prioritize issues effectively.

Purpose, Essential Duties and Responsibilities:

• Serve as the first point of contact for end-users seeking technical assistance via ticketing systems, email, or in-person.
• Provide L1-level technical support for desktops, laptops, printers, mobile devices, and other peripherals.
• Troubleshoot hardware, software, operating system (Windows/Mac).
• Troubleshoot basis network related issues.
• Manage day-to-day support requests, incidents, and service tickets; ensure timely resolution and proper documentation.
• Coordinate with L2/L3 teams for escalated issues and follow up on pending items.
• Install, configure, and maintain end-user hardware and software as per company standards.
• Support common applications like Microsoft 365, Outlook, Teams, Zoom, and standard business productivity tools.
• Perform user account management (AD, O365), password resets, and access provisioning.
• Maintaining daily backup checks and validation.
• Maintain asset inventory and update records for hardware and software deployed.
• Educate users on basic IT practices, security protocols, and self-service tools.
• Ensure SLA adherence and contribute to periodic reporting of support metrics.

Required Skills & Qualifications:

• 5+ years of experience in a desktop support/helpdesk or end-user support environment.
• Strong knowledge of Windows OS (7/10/11), macOS, and Microsoft Office 365.
• Familiarity with Active Directory, O365 and basic networking
• Hands-on experience in hardware troubleshooting and software installations.
• Excellent interpersonal, communication, and customer service skills.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Qualifications / Certifications

• Educational Background: Bachelors in computer science / engineering graduates with IT major
• Microsoft 365 Fundamental Certification.

Job Type: Full-time