End User Support Executive

Job Summary

We are looking for a proactive and service-oriented End User Support Executive to provide technical support to employees using Windows-based laptops, MacBooks, operating systems, office applications, and video conferencing tools.

The candidate should have hands-on experience in troubleshooting hardware and software issues, resolving user queries, and ensuring smooth day-to-day IT operations. Strong communication skills, a professional approach, and the ability to interact effectively with users at all levels are mandatory.

Key Responsibilities

1. End User and Desktop Support

• Provide first-level technical support for Windows laptops and Apple MacBooks.
• Diagnose and resolve hardware, software, operating system, and peripheral-related issues.
• Troubleshoot Windows OS and macOS issues, including system performance, connectivity, printing, and application errors.
• Assist users with laptop setup, configuration, software installation, and upgrades.

2. Office Applications and Collaboration Tools

• Troubleshoot Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Provide basic support for Microsoft Teams and Zoom, including audio/video issues, meeting connectivity, and application configuration.
• Assist users with email access, calendar, file sharing, and collaboration-related issues.
• Help users resolve common application compatibility and login problems.

3. IT Operations and User Support

• Install and configure laptops, printers, docking stations, monitors, and other IT peripherals.
• Assist with onboarding and offboarding of employees, including laptop preparation, configuration, and handover.
• Maintain IT asset records and ensure proper tracking of assigned devices.
• Log, track, and update support tickets, ensuring timely resolution within agreed service levels.
• Escalate complex technical issues to the appropriate IT teams or vendors.
• Maintain basic technical documentation, troubleshooting guides, and support records.
• Follow IT policies, information security guidelines, and established support procedures.

Required Technical Skills

• Hands-on troubleshooting experience with Windows-based laptops and Windows OS.
• Basic troubleshooting and user support for Apple MacBooks and macOS.
• Working knowledge of Microsoft Office applications, particularly Outlook, Word, Excel, and PowerPoint.
• Familiarity with Microsoft Teams and Zoom.
• Basic knowledge of Wi-Fi, LAN, VPN, printers, and common connectivity issues.
• Familiarity with software installation, updates, antivirus alerts, and basic endpoint security practices.
• Experience with IT helpdesk or ticketing systems is preferred.

Qualifications and Experience

• Graduate in IT, Computer Science, or a related discipline, or equivalent practical experience.
• 2–3 years of relevant experience in end user support, desktop support, or IT helpdesk operations.
• Practical experience supporting both Windows laptops and MacBooks is desirable.

Mandatory Soft Skills

• Excellent verbal and written communication skills.
• Ability to communicate technical issues clearly to non-technical users.
• Strong customer service orientation and a helpful, professional attitude.
• Good problem-solving and troubleshooting abilities.
• Patience, ownership, and a proactive approach to resolving user issues.
• Ability to manage multiple support requests and prioritize issues effectively.