What are the responsibilities and job description for the End User L3 position at Saxon Global?
Job Title - End User Support L3
Location - Wilmington, DE (Onsite)
Hire Type - Full Time (Permanent)
Role Description :
An EUC engineer is responsible for providing onsite technical support to users of computer systems and networks. This may include troubleshooting hardware and software issues, configuring and maintaining systems, and providing training and guidance to users. The job may also involve working with other IT team members to resolve more complex issues. Strong communication and customer service skills are important, especially the ability to clearly & effectively communicate technical information to non-technical audiences, including senior management. This role often requires the ability to work independently and troubleshoot problems in a timely manner.
Job Responsibilities include :
- Strong troubleshooting skills for Desktops, Laptops & Peripheral devices.
- Provide onsite physical hands & feet technical support.
- Resolve incidents and problems associated with EUC devices.
- Perform reactive troubleshooting to effectively identify potential incidents or problems and attempt to eliminate them to occur in the future.
- Set up new hire devices, and desk - desktops / laptops and install any needed applications per the user onboarding request.
- Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
- Deploying, Installing, and configuring software's via Intune on client devices.
- Provide software break / fix services and replacement of non-warranty assets for end users.
- Configure and support end users on mobile computing platforms.
- Provide onsite hardware support for general troubleshooting and problems for end user computing technologies.
- Provide basic / SOP based support for problems pertaining to end user device applications like MS Office, MS Teams, COTS software etc.
- Provide walk-up / tech bar support at the Company specified locations for quick assistance and resolution.
- Utilize ITSM tool and other Company systems to track and report on end user issues and requests.
- Change, Problem, Incident and Configuration Management.
- Asset Management to keep a track of the inventory on day-to-day basis. Monthly reports.
- Coordinate with other technical / non-technical teams (onsite or remote) as needed to resolve the end user issues / requests.
- Provide White Glove support for VIP Users (including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners etc.)
- Support Authorized Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments.
- Create, change, and remove printer configurations and queues based on requests.
- Coordinating with vendors for in warranty equipment failures.
- Conferencing / Collaboration / Telephony devices like digital displays, VoIP / Desk Phones, web cams and other audio / video devices.
- 4 years of experience in managing enterprise desktops on a large scale (1000 clients).
Skills :
