End User Engineer

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

Job details

• Provide level 1.5 and level 2 end-user support, as well as manage a ticket queue.
• Create and resolve incidents and requests, report errors and troubleshoot with next level IT teams or third-party partners.
• Conduct hardware installation and provide ongoing support (e.g., PCs, tablets, mobility devices, printers, specialized devices).
• Provide software minimal support and local infrastructure service support (e.g., servers, network and VOIP)
• Install, diagnose, repair, maintain, and upgrade all hardware and equipment (including but not limited to PC, UPS, VoIP, printers, and scanners) to ensure efficient workstation performance.
• Solve problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion and provide end-user assistance where required.
• Perform on-site and remote analysis, diagnosis, and resolution of computer problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Involve in enterprise and business line project demands - planned or unplanned.
• Implement IT policies, procedures, and system controls.
• Execute PC lifecycle management and perform asset management tasks as required by Corporate IT
• Assist vendors and be responsible for projects such as replacing computers, switches, or printers.
• Provide onsite Smart Hands (e.g., support and liaison with 3rd party & internal JCI Support teams)
• Provide satellite office support and travel for field visits, when needed.
• Support vendor management as needed.
• Support IT procurement as needed.
• Serve as IT escalation point in region for internal customers with issues related to IT systems, software, and hardware, in cases where Service Desk cannot resolve the problems.

• Experience as IT Support Specialist or in a similar role.
• Motivated by providing excellent user support.
• Structured manner enabling you to prioritize and complete your tasks.
• Excellent technical knowledge of PCs software and hardware. Preferably MS Windows environment.
• Working overview of current protocols, Microsoft operating systems and standards

• Degree in Computer Science or related field is preferred, or equivalent experience.
• 5 years of IT Support experience is preferred.
• Previous experience with ITSM (ticketing system), preferably Service Now
• Basic knowledge of Active Directory, Azure, and Windows ACL's
• Ability to conduct research into PC issues and products as required.
• Industry Certifications i.e. MS Certified IT Professional (MCITP); MS Certified Technology Specialist (MCTS); Information Systems Professional (ISP); or CompTIA (A+; Network+, Security+) are highly preferred
• Excellent written and verbal communication skills
• Strong customer service skills - friendly, approachable, and motivated with a strong work ethic and high degree of integrity
• Good team player, self-starter, fast learner, problem solver
• Ability to work independently.