End User Support engineer - Technology

EUC Management:

• Manage onsite End User Computing (EUC) operations and ensure seamless day-to-day support.
• Administer and support AVD and Intune, including configuration and troubleshooting.
• Provide support for enterprise tools such as Coral Softphone, Cisco Duo, and Verint.
• Ensure timely and effective support for desktops, laptops, printers, VC systems, Wi-Fi, and peripherals.
• Drive end-to-end service delivery in line with agreed SLAs and KPIs.
• Coordinate with internal technical teams to ensure timely resolution of incidents, problems, and changes.
• Monitor and improve incident, service request, and problem management performance.
• Ensure adherence to ITIL-based service management processes and best practices.
• Conduct periodic floor audits to ensure asset compliance and process adherence.
• Maintain high service availability and ensure prompt response to critical incidents.

Site IT Operations:

• Own and manage all IT services and infrastructure at the site/building level.
• Act as the onsite IT Single Point of Contact (SPOC) for all site-level escalations.
• Perform regular site walks and health checks to proactively identify and mitigate issues.
• Coordinate with cross-functional IT teams (network, infrastructure, etc.) to ensure site stability and service continuity.

Service Management & Reporting:

• Track, analyze, and report KPIs, SLAs, CSAT scores, and overall service performance metrics for the site.
• Collaborate with central IT teams (Service Desk, Remote Support, Release Management) to ensure seamless end-to-end service delivery.
• Identify service improvement opportunities based on performance trends and drive corrective actions.

Customer / Stakeholder Engagement:

• Regularly engage with business leaders and key stakeholders to understand IT needs and ensure high levels of satisfaction.
• Act as a trusted partner by aligning IT services with business requirements and priorities.
• Proactively gather feedback and drive improvements to enhance user experience and service quality.

IT Asset Management (Hardware & Software)

• Own the end-to-end IT asset lifecycle, including procurement, deployment, usage, tracking, and retirement/disposal.
• Maintain and govern an accurate, centralized IT Asset Repository (ITAM tools).
• Oversee asset tagging, movement tracking, inventory audits, and reconciliation across sites.
• Ensure assets are allocated, reassigned, or decommissioned in line with defined processes.
• Conduct periodic physical audits and ensure audit readiness at all times.
• Track asset utilization, refresh cycles, and end-of-life planning to support budgeting and forecasting.