End User Support Engineer

Job Descriptions

Responsible for the highest-level escalation point for complex hardware, software, operating system, and network issues affecting end users.
Responsible for Troubleshoot and resolve advanced issues across Windows, and mobile platforms.
Responsible for Manage identity, authentication, and access issues including Active Directory, Azure AD/Entra ID, SSO, and MFA.
Support collaboration and productivity suites (Microsoft 365, Google Workspace, video conferencing tools, Slack/Teams).
Responsible for Handle hardware lifecycle including provisioning, imaging, deployment, and decommissioning of endpoints.
Maintain and optimize service desk workflows, SLAs, and ticket management processes.
Create and maintain technical documentation, knowledge base articles, and troubleshooting runbooks.
Identify recurring issues and implement root-cause fixes to reduce ticket volume.
Drive adoption of automation, remote management, and self-service solutions.
Mentor and train junior support engineers and technicians.
Review and provide feedback on ticket quality and documentation produced by the team.
Participate in on-call rotation and lead major incident response as needed.
Support for onboarding/ offboarding staffs

Requirements

Allowance & Benefits

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