End User Support Engineer

Responsibilities

• Provide first-level support for hardware diagnose and software issues related to end-user computing devices.
• Diagnose and troubleshoot issues with desktops, laptops (MAC & Windows), and peripherals for efficient break fix resolution.
• Build computer devices using client approved builds.
• Configure computer devices with colleague required settings and applications.
• Distribute completed devices to colleagues.
• Install and configure operating systems, software applications, and necessary updates.
• Coordinate with vendors for printer repairs and maintenance.
• Installation of network printers onsite.
• Perform warranty repairs and maintain parts for repair.
• Respond to break/fix incidents, ensuring timely and effective resolutions.
• Log and manage incidents through a ticketing system, providing detailed documentation of troubleshooting steps and resolutions.
• Maintain accurate documentation of endpoint break fix and configuration activities.
• Document PC build and configuration details for reference and future troubleshooting
• 3-5 years of experience in L1/L2 support, with expertise in endpoint break fix and PC build/configuration services.
• Proficient in troubleshooting and resolving hardware and software issues related to end-user devices such as laptops, desktops, MACs
• Experience in PC build and configuration services, including OS and software installations.
• Experience with basic networking, VPN, LAN (Zscaler).
• Implement fixes/workaround or configurations, document solutions and communicate efficiently.
• Experience with using ticketing systems (ServiceNow) for incident management and ticket documentation.
• Effective communication skills for assisting end-users and collaborating with cross-functional teams.
• Excellent problem-solving skills and ability to analyze and resolve technical issues independently.
• Strong commitment to providing excellent customer service.
• Positive attitude and ability to work under pressure.

Benefits

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Company Intel

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