End User Support Technician

Roles and responsibilities

We are hiring an L1 End-User Support Engineer to provide first-level support for technical issues faced by users. The ideal candidate should have experience in troubleshooting hardware, software, and networking issues, and be familiar with key support tools like SolarWinds, Dynatrace, ServiceNow, and Nexthink.

Key Responsibilities

• User Support & Incident Detection:
• Provide initial support for issues related to desktops, laptops, printers, and mobile devices.
• Use tools like Nexthink to monitor and analyze endpoint performance and user experience.
• Escalate unresolved or complex issues to L2 teams through ServiceNow.
• Hardware & Software Troubleshooting:
• Assist with troubleshooting for hardware peripherals and connectivity issues.
• Support software installations, updates, and configurations on user devices.
• Use SolarWinds and Dynatrace for endpoint performance and health analysis.
• Incident Management & Resolution:
• Log all incidents in ServiceNow, categorize by priority, and resolve or escalate as required.
• Track open incidents for timely resolution.
• Keep users informed about status and resolution steps.
• User Account & Access Management:
• Support user account setup, password resets, and VPN or network access.
• Use Nexthink for endpoint activity and usage analytics.
• Documentation & User Training:
• Document troubleshooting steps and resolutions for internal knowledge sharing.
• Educate users on best practices for using their devices and common issues.
  

Required Qualifications

• Experience: 1-3 years in technical support or helpdesk roles.
• Technical Skills: Basic knowledge of operating systems, productivity tools, and hardware troubleshooting.
• Tools: Experience with monitoring tools like SolarWinds, Dynatrace, Nexthink, and incident platforms like ServiceNow.
• Customer Service & Problem-Solving Skills: Strong customer focus and technical troubleshooting ability.
• Communication: Strong verbal and written communication skills.

Desired candidate profile

• Technical Support:

  • Issue Resolution: Providing timely and efficient resolution of technical issues related to hardware, software, network connectivity, and other IT systems.
  • Troubleshooting: Identifying and diagnosing technical problems and determining solutions. This may involve remotely accessing systems or working directly with users to resolve issues.
  • Escalation Management: When issues are complex, escalating them to higher-level support teams or subject matter experts, ensuring that they are resolved quickly.

• User Assistance and Training:

  • User Support: Assisting users in understanding and using technology, helping them with software applications, devices, and systems.
  • Training: Conducting training sessions to ensure users are aware of IT best practices, software updates, and how to use new systems or applications efficiently.
  • Documentation: Creating and maintaining user manuals, FAQs, and knowledge base articles to help users resolve common issues independently.

• Software and Hardware Installation:

  • Installation and Setup: Installing software, applications, and updates on end-user devices, ensuring everything is correctly configured and up to date.
  • Hardware Support: Assisting with the setup, maintenance, and repair of hardware devices, such as laptops, desktops, printers, and peripherals.
  • System Configuration: Configuring operating systems and software applications to meet user-specific requirements, including security settings and user profiles.

• System Monitoring and Maintenance:

  • Monitoring Performance: Monitoring the performance of systems and devices to identify potential issues before they affect end-users.
  • Preventive Maintenance: Performing routine maintenance tasks, such as running diagnostics, cleaning up unnecessary files, updating antivirus software, and ensuring systems are secure.
  • Security Updates: Ensuring that security patches and updates are applied to end-user devices to protect against vulnerabilities.

• Troubleshooting and Issue Diagnosis:

  • Error Detection: Diagnosing and troubleshooting hardware and software issues, including problems related to system crashes, slow performance, or connectivity issues.
  • Remote Support: Using remote desktop tools to assist users with their issues without needing to be physically present, often resolving problems faster and more efficiently.
  • On-Site Support: Providing in-person support when issues cannot be resolved remotely, including setting up new workstations or fixing hardware problems.

• System and Network Configuration:

  • Network Connectivity: Assisting users with network connectivity issues, ensuring that users are able to access internal servers, cloud applications, and internet resources.
  • VPN and Remote Access: Configuring and troubleshooting virtual private network (VPN) connections, remote desktop applications, and other remote access tools.
  • User Account Management: Creating, modifying, and deleting user accounts, permissions, and access rights in accordance with organizational policies.

• Incident Tracking and Reporting:

  • Ticketing System: Using ticketing systems to log, track, and resolve end-user issues, ensuring accurate documentation and timely follow-up.
  • Reporting: Generating reports related to support tickets, common issues, and trends in system performance to help the IT department make improvements.
  • Feedback Collection: Collecting feedback from end-users on the support process and their satisfaction with the resolution of issues.