End User Technical Support Engineer

Role Overview: 

As a key member of the Technology team, the End User Technical Support Engineer provides onsite support for incidents, problem resolution, and project implementation. This role addresses technical issues that cannot be resolved remotely, collaborates with global support teams, and consults with local business leaders to align IT support with business needs. The engineer also drives local optimization and promotes the adoption of end-user technologies.

LOCATIONS: China, Korea, Indonesia, Philippines, Thailand, Germany, Egypt, Greece, Kenya, Netherlands, Nigeria, Poland and Spain. 

Key Responsibilities:

Technical Support

• Analyses and resolves information system issues related to the desktop computing environment, production applications and hardware
• Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades.
• Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk.
• Support and assist users with Onboarding & Offboarding process
• Support and maintain local conference and meeting room equipment
• Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc
• Consult with local business and senior leadership to evaluate support requirements and execution planning.
• Maintain the Local Asset Management data and ensure the Asset Management toolset are properly updated for periodic review
• Technical support for local applications where applicable alongside other tech or business teams Technical Expertise

Service Management

• To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and resolved to agreed targets as defined in the Service Level Agreement (SLAs).
• Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
• Manage calls with 3rd party suppliers where necessary through to closure
• Escalate calls where necessary to the support manager, report on status of outstanding calls
• Builds relationships with other international support teams to create a cohesive support team
• Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service and other measures.
• Drive technology adoption of end user services related applications and systems
• Support Audits related activities alongside other tech functions and business.

Preferred Qualifications:

• Excellent technical knowledge in all key areas of EUS technologies, e.g.
  • Windows and Mac OS
  • Microsoft Office Specialist (MOS) and/or Microsoft 365 certified
  • iOS and Android devices
  • Hardware and Peripherals
  • Mobile devices
• Excellent knowledge on IT Ticketing Systems, especially Service Now
• Conferencing and enterprise voice
• Audio visual systems (TV/Projector systems) and conference technology
• Knowledge on SCCM and Intune
• Basic Network Skills to support the local Office Infra as needed
• Experience in working with an International Support Environment
• ITIL certified (Preferred)

Personal Skills:

• Excellent communication skills in English and the local language (if applicable)
• Strong customer service orientation with a focus on client satisfaction
• Ability to remain calm under pressure and manage multiple tasks.
• Organized, adaptable, and collaborative team player.