Employee Technology Experience Technician III

Overview ROLE AT A GLANCE:

Endpoint & Device Proficiency

• Confident use of Windows/macOS in corporate environments
• Understanding device lifecycle (provisioning, patching, refresh)
• Working knowledge of peripherals (printers, docking stations, AV tools)
• Familiarity with VDI/DaaS concepts (e.g., Azure Virtual Desktop)

Enterprise Productivity Platforms

• Advanced Microsoft 365 usage (Outlook, Teams, OneDrive, SharePoint)
• Managing shared mailboxes, calendars, and permissions (end‑user level)
• Real‑time collaboration and document governance
• Knowledge of versioning, recovery, and co‑authoring

Security & Compliance Awareness

• Strong understanding of phishing, ransomware, and social engineering
• Using MFA, password managers, and conditional access correctly
• Data classification and information protection (DLP awareness)
• Secure remote working practices (VPN, Zero Trust basics)

Troubleshooting & IT Interaction

• Root‑cause thinking for common EUC issues
• Log collection and clear problem articulation
• Effective ITSM usage (ServiceNow, etc.)
• Understanding SLAs, incident vs request vs change

Communication & Collaboration

• Clear written and verbal communication with technical and non‑technical users
• Conducting end‑user training or floor support sessions
• Professional etiquette in chats, emails, and virtual meetings

Problem-Solving & Critical Thinking

• Structured approach to diagnosing user issues
• Ability to work under pressure during outages or events
• Balancing user experience with policy and security requirements

Customer & Service Orientation

• Empathy toward end users and business teams
• Managing expectations and prioritization
• Delivering reliable support during high‑visibility events

Process & Documentation

• Following SOPs and knowledge articles
• Creating clear user guides and FAQs
• Continuous improvement mindset

Automation & Efficiency (End‑User Level)

• Advanced Excel (lookups, pivot tables, data cleaning)
• Power Automate basics for personal/team workflows
• Task management using Planner, To Do, or similar tools

Accessibility & Inclusive IT

• Awareness of accessibility features in Windows & M365
• Supporting diverse workstyles and needs
• Promoting inclusive digital collaboration

Leadership & Managerial EUC Skills (for Senior Roles)

• End‑user experience (EUX) focus
• Stakeholder and vendor coordination
• Change management and adoption planning
• Risk, compliance, and audit readiness
• Metrics-driven reporting (CSAT, ticket trends)
• Additional duties include Month end operations support, Week end support & On call request support

Team Dynamics

• Good Team collaborator, quick learner & flexible to work environment

QUALIFICATIONS FOR SUCCESS: (Skills, background, and experience required for success)

Education

• BE or BCA

Experience

• 5-7 years
• Click here to type any additional relevant background experience required for this role.

Skills/Certifications *limit 3-5 bullets

• End User Computing
• Identity & Access Management
• Microsoft 365 & Collaboration Tools
• Endpoint & Device Management
• Application & Software Support
• IT Service Management (ITSM)
• Hands on experience in ITIL tool
• Work experience in Oracle software
• Active directory & Intune

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