Senior End User Computing (EUC) Engineer

What you'll be doing:

• Effectively manage a team of EUC engineers
• Provide advanced desktop support to the Board and C-Suite executives, delivering timely and effective solutions to their technical needs.
• Take ownership of escalated technical problems, both remotely and in person, and drive their resolution to minimize disruption to end-users' workflow.
• Manage and prioritize 2nd line support service requests, ensuring prompt resolution and high customer satisfaction.
• Lead hardware and software purchasing, services, and support activities, collaborating with vendors and ensuring cost-effectiveness.
• Maintain and optimize the user-facing infrastructure, including desktops, laptops, mobile devices, and printers, ensuring optimal performance, security, and compliance.
• Identify potential system improvements and changes, and work with the EUC Team Lead to implement them effectively.
• Ensure adherence to agreed service levels and department guidelines, proactively monitoring and managing the performance of IT services.
• Maintain and update the Configuration Management Database (CMDB) with accurate and relevant information.
• Enhance the knowledge base with advanced troubleshooting techniques, solutions, and best practices.
• Collaborate with other technology teams responsible for Enterprise Systems and Infrastructure, fostering strong cross-functional relationships and ensuring smooth integration and operation of IT services.
• Should be flexible to work on Rotational shifts as per the business needs.
• Shift work: 09:00 - 18:00, 10:00 -19:00, 12:00 – 21:00 with potential for 24 x 7 support in the future.

What you'll bring:

• Provide leadership to the team, setting clear expectations, and fostering a positive and productive work environment. This includes guiding, mentoring, and motivating team members to achieve their goals and perform at their best.
• Provide expert technical support to end-users, both remotely and in person, troubleshooting complex hardware, software, and network-related issues.
• Lead the installation, configuration, and troubleshooting of desktops, laptops, mobile devices, printers, and peripheral equipment.
• Assist in the setup and maintenance of user accounts, email, and other software applications, ensuring seamless user experiences.
• Collaborate closely with the global IT team to ensure consistent delivery of IT services, adherence to established procedures and policies, and efficient problem resolution.
• Plan and execute hardware and software upgrades, patches, and installations as required, minimizing downtime and disruption.
• Oversee inventory management activities, including asset tracking, procurement, and disposal of IT equipment, ensuring accurate records and cost-effectiveness.
• Document and maintain comprehensive records of support requests, incidents, and resolutions using the designated ticketing system.
• Contribute to the development and maintenance of the knowledge base, sharing advanced troubleshooting techniques, solutions, and user guidance.
• Stay abreast of emerging technologies and industry best practices, evaluating their potential impact and implementing innovative solutions to improve overall IT service delivery.
• Should be flexible to work on Rotational shifts as per the business needs.

Requirements:

• Exceptional customer care skills, providing a high level of service to end-users, including VIPs.
• Extensive experience working in a Service Desk environment, handling complex support requests and incidents.
• Proficiency in Windows and macOS, demonstrating advanced troubleshooting skills and configuring complex systems.
• Strong experience with MS Office 365, including installation, configuration, and advanced troubleshooting.
• Advanced knowledge of networking principles, including TCP/IP, DNS, and DHCP, with the ability to troubleshoot network-related issues.
• Expertise in mobile device management, specifically with iOS devices, ensuring secure and efficient mobile experiences.
• Proven experience in managing and resolving issues with video conferencing equipment and software, supporting seamless collaboration.
• Track record in dealing with hardware suppliers, managing procurement processes, and resolving complex hardware-related issues.
• Outstanding communication and interpersonal skills, able to effectively interact with users at various levels within the organization, including senior executives.