End User Support Engineer

Role & responsibilities

End User Support Engineer, responsible for providing end-user IT support through telephonic, email, chat, and remote support channels. The role involves timely diagnosis and resolution of incidents and service requests related to desktops, laptops, operating systems, Microsoft 365 applications, and user access. The engineer will log, track, and manage tickets using customer-provided ITSM tools, adhering to defined SLAs and support processes. The role also requires performing initial troubleshooting, escalating unresolved issues to higher support levels, ensuring effective communication with end users, and supporting user onboarding and offboarding activities, in compliance with IT security and organizational policies.

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