End User Support Engineer

Role & responsibilities

We are looking for an End User Support Engineer with 1.52.5 years of experience to provide day-to-day technical support to end users. The ideal candidate should have good English communication skills and a basic understanding of desktop support, Microsoft technologies, Active Directory, networking, and IT service management.

Key Responsibilities:

• Provide Level 1/Level 2 technical support to end users for hardware and software-related issues.
• Troubleshoot desktops, laptops, printers, peripherals, and other IT equipment.
• Log, update, track, and resolve incidents and service requests using ticketing tools.
• Perform basic Active Directory activities such as password resets, account unlocks, and user administration.
• Provide basic support for Microsoft Office 365 applications and related issues.
• Troubleshoot and support BitLocker encryption and related endpoint security issues.
• Assist with software deployment, updates, and system management using SCCM.
• Perform basic network troubleshooting, including LAN, Wi-Fi, IP configuration, and connectivity issues.
• Follow standard IT support procedures and ensure tickets are resolved within defined timelines.
• Escalate complex technical issues to the appropriate infrastructure or application teams.
• Maintain proper documentation of incidents, troubleshooting steps, and resolutions.
• Provide professional and courteous support to users while maintaining good customer service standards.

Required Skills & Qualifications:

• 1.5–2.5 years of experience in End User Support, Desktop Support, IT Helpdesk, or Service Desk.
• Good English communication skills, both verbal and written.
• Hands-on experience with IT ticketing/service management tools.
• Basic knowledge of Active Directory.
• Basic knowledge of Microsoft Office 365.
• Basic understanding of BitLocker encryption.
• Basic knowledge of SCCM.
• Good understanding of basic hardware troubleshooting.
• Basic understanding of network troubleshooting.
• Ability to diagnose problems, identify root causes, and provide timely solutions.
• Good customer service and interpersonal skills.
• Willingness to work in a team-oriented support environment.

Preferred Candidate Profile:

The ideal candidate should be a customer-focused IT support professional who can independently handle common end-user issues, communicate effectively with users, and escalate complex problems appropriately.

Keywords: End User Support | Desktop Support | IT Helpdesk | Service Desk | Active Directory | O365 | BitLocker | SCCM | Ticketing Tool | Hardware Troubleshooting | Network Troubleshooting