End User Support Engineer
Salary undisclosed
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Role Responsibilities:
Endpoint Device Management
- Oversee the deployment, configuration, and management of endpoint devices.
- Manage and maintain device lifecycle, including procurement, setup, patch management, and decommissioning.
- Ensure devices are compliant with security policies and regulations.
- Managing end user-related technologies supporting 18 LBUs including Windows OS build management, patching using Intune and SCCM, Hard Disk Encryption, AD GPO management, etc.
Technical Support & Troubleshooting
- Provide Level 1 and Level 2 support for endpoint-related technical issues.
- Diagnose and resolve software, hardware, performance, and connectivity problems.
- Escalate complex technical issues to higher-level support or external vendors.
Software & Patch Management
- Deploy and manage software applications and updates across endpoint devices.
- Implement and monitor patch management processes to ensure devices are up-to-date and secure.
- Utilize Microsoft Endpoint Manager\Intune for software distribution and compliance monitoring.
Security & Compliance
- Implement and enforce security measures, including antivirus software, encryption, and endpoint protection solutions.
- Conduct regular security audits and vulnerability assessments on endpoint devices.
Documentation & User Support
- Maintain detailed documentation for device configurations, troubleshooting steps, and IT processes.
- Conduct training sessions for end-users on best practices and self-service troubleshooting.
- Develop knowledge base articles and FAQs to support end-users.
Performance Monitoring & Reporting
- Monitor endpoint device performance and usage metrics to identify trends and potential issues.
- Generate regular reports on device health, support ticket resolution times, and user satisfaction.
- Provide recommendations for system improvements based on performance data.
Collaboration & Communication
- Work closely with IT teams, business units, and external vendors to support endpoint management solutions.
- Communicate effectively with stakeholders to understand requirements and address concerns.
- Participate in team meetings and contribute to IT service strategy and improvements.