Senior Engineer ( End User Support )

Provide 2nd line diagnosis of incidents/service requests and implement solutions.

Provide L1/L2 support to users and Co-ordination with Tier 2 team.

Implementing and adhering to EUC standard operating procedures
SLA compliance on Service tickets.

Works along with senior team members in providing technical support for various systems in a Digital Bank.

Audit Awareness and Compliance.

Escalating bugs and problems, which require the intervention of Tier 2 team.

Following up with Tier 2 team to ensure call are resolved as per service levels.

Providing Navigation support to users on application.

Level 2 support of application via phone/email and resolving service requests.

Addressing known issues through Generation of daily and monthly reports.

Timely escalation of issues/incidents and problems that are identified to 2nd line support and vendors.

Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution and update knowledge base with new identified fixes.

Performing preventative maintenance, including checking and housekeeping of workstations, Printers and peripherals.

Ensure ongoing operational efficiency of all aspects of the firms IT systems.

Install and configure enterprise hardware and software solutions.

Maintain Network/PC operating systems, support server/client PC software.

Incident management - Prompt reporting of production issues with impact analysis and taking necessary action for rectification.

Follow and implement Information Security policies and guidelines.

Ensure user satisfaction by applying good customer principles through providing constant resolution status feedback to users on all open tickets.

Support users request and ensure user is satisfied before closing the tickets.

Interact with vendors on applications and support functional areas.

Interact with change initiators/owners and various Technology teams to provide technical support and impact analysis.

Knowledge, Skills and Experience:

5+ years of IT experience in areas of End user computing

Hands-on experience with Windows/Linux/Mac OS environments

Experience on MDM security solution such as Intune and Jamf

Strong vocabulary & communication skills

Significant people management skills with a track record of leading a team, managing performance and mentoring

Proven ability to set and meet aggressive goals/timelines.

Highly motivated team player with a collaborative working style, capable of working with a diverse team

ITIL v3 basic or intermediate certified

Job Type: Full-time

Work Location: In person