End User Engineering (EUE Analyst)

Position: End User Engineering (EUE Analyst)

Employment Type: Independent Contractor

Employment Set up: 100% Remote

Schedule: 4PM - 1AM CST (5AM to 2PM Manila Time) Either Tuesday to Saturday - Philippines or Sunday to Thursday Philippines)

About the Position

We are pursuing IT Help Desk (Analyst, End User Engineering) professionals who are looking to build and elevate their IT career. This role provides the opportunity to get hands-on experience with the latest cutting-edge technologies.

Responsibilities

• Provides world-class customer service by acting as a customer advocate with a focus on setting a positive and supportive tone with end users.
• Reacts and responds to tickets and alerts to ensure maximum possible service availability and performance.
• Accepts support requests via multiple contact methods (phone, ticket (email/portal), chat, etc.).
• Provides Level 1 and 2 support for incidents (problems/issues) or service requests related to hardware, software, mobile devices, and network connectivity.
• Updates ticket notes and customer communications in a timely, accurate fashion.
• Troubleshoots and resolves incidents and/or escalates as required with support vendors and RKON senior support engineers.
• Fulfills IT-related requests per defined processes, including computer deployment/staging activities.
• Performs incident triage and resolution, including updating related fields such as priority, category, and other tracking/reporting data.
• Facilitates workflows and queue management of tickets/service requests to meet or exceed defined service level expectations and other performance indicators.
• References, follows, and provides feedback on documented knowledge articles to provide consistent solutions.
• Works within Microsoft 365 and on-prem Active Directory – access management, mailbox management, computer/device management.
• Provides support for Microsoft Office applications across operating systems and web/desktop versions, including basic “how to” questions.
• Supports mobile device configuration, mobile device management (MDM), provisioning, and support.
• Performs access management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Completes assigned administrative/client projects (i.e., testing and other project-related tasks).
• Other duties as assigned.

Required Technical and Professional Expertise

• A desire to pursue a long-term career in IT, and a strong customer service background.
• Excellent teamwork, communication, and interpersonal skills.
• Professional verbal/telephone and written communication in English, demonstrating strong customer service skills and attention to detail.
• Effective cross-cultural communication skills, with experience or comfort supporting end users across different countries and time zones.
• Ability to be punctual, reliable, and work varied schedules to contribute to a 24/7/365 support environment, including day, evening, and night shifts.
• Demonstrates excellent multi-tasking and time management skills, and the ability to work under pressure and meet scheduled obligations with minimal supervision.
• Demonstrates strong problem-solving/analytical skills to determine next steps.
• Basic Microsoft Windows and MacOS skills; ability to triage hardware and OS/software issues, and follow company standard hardware and software configurations.
• Working knowledge of MS Office (Teams, Outlook, Word, PowerPoint, Excel) is required.
• General understanding of security threats such as phishing and malware.
• Willing and able to learn and adapt to change.

Preferred Technical and Professional Expertise

• One to two years in a Help Desk/IT Support related role.
• Microsoft account and mailbox administrative tasks.
• Familiarity with enterprise systems (server, backup, Active Directory) and network switches/firewalls.
• ITIL knowledge or other IT certifications.

Education Requirements

Secondary/high school diploma